In the age of digitalization, customer service is a crucial aspect of any business, especially in the telecommunications industry. As customers expect fast and efficient service, companies need to move from old methods to innovative solutions to meet these demands. One such solution is Now Assist, a new Customer Service Management (CSM) tool in ServiceNow that is powered by Artificial Intelligence (AI) and addresses the main problems faced by users.
Companies constantly face the challenge of providing a seamless, satisfying customer experience while juggling complex internal processes. They struggle to provide timely and personalized support, resulting in lower customer satisfaction and loyalty, which can have a significant impact on the business in the long run.
Challenges in customer service management
Below are some of the challenges in customer service management (CSM) and how ServiceNow solves them with standard functions:
The use of different communication channels (email, phone, chat, social media) leads to a lack of centralized information, making it difficult to provide a unified and consistent workflow.
Solution – Unified communication channels:
ServiceNow Assist consolidates communication channels into a single, intuitive interface that allows customer service agents to manage all interactions regardless of medium.
Traditional customer service processes are often manual and time-consuming, resulting in delayed responses and frustrated customers.
Solution – Self-service capabilities:
Providing self-service options for customers relieves the burden on support teams and allows customers to find answers to frequently asked questions on their own.
The lack of automation of routine and repetitive tasks affects the efficiency of customer service teams and prevents them from focusing on more complex and value-adding activities.
Solution – Automated workflows:
By automating routine tasks and workflows, ServiceNow Assist shortens response times, allowing agents to focus on more complex issues that require human intervention, improving overall efficiency.
Use of AI to solve challenges
ServiceNow Now Assist in CSM integrates AI and further harnesses its potential to improve the overall experience on the platform. Let’s explore some of the pain-relieving features for developers, admins, customers and agents.
Graphic copyright: STI GmbH
Now Assist for Creator
Now Assist for Creator is designed to make life easier for developers working on the ServiceNow platform. It has generative AI capabilities that make developing applications a breeze. Developers can turn simple, natural language comments into actionable code and process flows. In detail: Flow Designer generation, code generation, code snippets and code completion. The tool increases productivity through such advanced workflows, where syntax errors or even complex tasks are automatically converted into clean code. Thanks to ServiceNow’s recent collaboration with AI startup Hugging Face and its integration of the Large Language Model (LLM) Starcoder.
Now Assist for Agent
Now Assist for Agent is designed to increase the productivity of agents using the ServiceNow platform. This includes the Now Assist panel, which provides agents with real-time support, including task management, case details and useful knowledge articles. It provides customized suggestions and insights based on the agent’s actions and case information. And the champion is the Virtual Agent Chatbot, which uses AI to provide text or case summaries and case resolution notes. It is fully customizable and can even be connected to third-party NLU such as OpenAI. This allows agents to improve their work, reduce time and solve cases faster.
Now Assist for Admins
Now Assist for Admins: Administrators ensure the smooth operation of the ServiceNow platform. It’s packed with visual dashboards that collect various data to make admin tasks easier and allow you to monitor, analyze and predict the future! It’s like having a general, cumulative list of all events that can help with troubleshooting. With Now Assist, administrators have a treasure trove of knowledge and resources at their fingertips to assist them in their role of managing the corporate environment.
Conclusion
Now Assist in ServiceNow CSM is an innovative feature that uses AI to optimize workflows and improve customer service efficiency. Now Assist is equipped with Natural Language Understand (NLU), LLM and AI-powered chatbots. The ServiceNow platform always stays up to date, is open to innovation and does not miss out on the latest technological developments. Considering the fact that ServiceNow releases a new patch every quarter, the exciting question is what they have in store for us next.
If you too want to implement the magic of ServiceNow AI in your organization, let’s explore the possibilities. In a no-obligation discussion, you will find out what you need to look out for and how Servistio can support you.
