Chatbot app for itsm departments12/6/2023 It’s where your users are – Virtual Agent is versatile, helping workers navigate robust knowledge bases and complete common requests through a range of media. When launched, ServiceNow estimated that 15% to 20% of routine interactions can be handled by Virtual Agent, but some companies, thanks to self service, are seeing their service-team workload cut in half.Ĥ. Out of the box, Virtual Agent gives organizations access to pre-defined conversation workflows that provide an automated and cost-effective resolution to many common challenges, freeing IT staff. This has led many companies to experiment with self service. A force multiplier for your support team – The goal of any ITSM leader is to deliver a quality experience while taking pressure off the service team. The experience is smooth for the user as well, with some companies able to make the transfer to a live agent in seconds.ģ. Virtual Agent is integrated with the Live Agent module to ensure transfers happen seamlessly, with information shared swiftly to the next tier of support without the clunky robot-speak. With this solution, you can access the right agent at the right time at any point in the conversation with no drop off in engagement. Seamless handoff between tech and people – Nothing is more frustrating than having to re-explain your issues when you are introduced to a new agent or being transferred to a chatbot and also having to find the magic phrases to finally get your questions answered. With Virtual Agent, common tasks can be handled in that moment, articles can be curated for the issue, and humans can go to bed satisfied at a reasonable hour.Ģ. They get lost, and their queries still end up coming into the service desk. The last thing an employee or customer wants to do in the wee hours is navigate your robust knowledge base. Available when your workers need you - Virtual Agent is available 24/7 and can resolve issues immediately without requiring a live agent to intervene. Here are some ways Virtual Agent is helping organizations scale their ITSM operations:ġ. Everything is available to them on the Now Platform, so they don’t have to build integrations into something else.” “It’s very convenient for our customers to use one single platform for everything,” said Archana Penukonda, Senior Product Marketing Manager at ServiceNow. If an employee has an IT issue, the agent already knows what equipment has been issued and can offer suggested troubleshooting within moments, speeding the task and creating a personalized service experience. End users can ask the same questions they would ask a human agent, and the chat bot understands and responds. The introduction of natural language understanding makes it even more effective. Chatbots are rising in popularity, both in consumer and enterprises circles, because they are quick, sometimes clever, and ultimately help workers and customers get answers to common questions without bogging down your service team.Īs part of our ITSM Professional package, ServiceNow’s Virtual Agent far exceeds some of the chatbots you may have used in your personal life for one simple reason – access to information.īy combining our robust knowledge bases and deep integration with your data, the solution can provide custom responses within the conversation unlike other options in the market.
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