ServiceNow Virtual Agent is an enterprise chatbot solution intended to build next-generation, consistent and enriching service delivery experiences to users. The ServiceNow chatbot offers personalized conversational experiences to employees or stakeholders and improves the quality of service by offering coherent, quick, round-the-clock service with additional automation solutions. Here we discuss the functionalities of ServiceNow Chatbots and their key benefits.
Offer Hassle-Free Service Delivery
Service desk agents are often held up doing repetitive and simple tasks, which increases resolution time and negatively impacts user experience. Today, businesses are investing in innovate ways to enhance the service delivery process while ensuring superior experiences. In this pursuit, businesses have implemented self-service portals, live chat, and knowledge articles, but these solutions can't handle the ever-increasing workloads of the service desk and they don't generate improved conversational experiences either.
To solve this situation, ServiceNow introduced its virtual agent - an enterprise chatbot. ServiceNow Virtual Agent skyrockets service desk productivity by automating routine tasks, increasing service delivery speed and delivering tailored interaction experiences. The ServiceNow chatbot can be added to custom mobile applications, portals or websites, thereby enabling service anywhere on any device.
Using a portal without a chatbot requires training and can take time to find the answers you're looking for. This is why businesses should think beyond portals and consider using chatbots. With chatbots, users don't have to search for anything, and instead make a request to the chatbot to get the necessary information or performs certain tasks.
The ServiceNow Virtual Agent has an omnichannel presence therefor users can interact with the chatbot on any device. If there's a change in the status of the request, a push notification is triggered. Employees can ask the chatbot to approve requests, raise incidents, share knowledgebase articles, display dashboards, retrieve project analytics and so on. This not only saves users time, it keeps IT and HR teams free from answering repetitive questions.
ServiceNow provides predefined chatbot templates with built in conversations specific to the use case, this lets businesses quickly deploy chatbots. To build chatbots specific to your needs, one can use the easy-to-use virtual agent designer. To improve the understanding ability of chatbots, users can add the ServiceNow NLU engine.
Benefits of ServiceNow Chatbot
Some notable benefits the ServiceNow Chatbot:
- Interacts in natural language
- Handles many requests at once
- Connects to other systems and processes
- Improves relationship among employees and management
- Resolves issues proactively
- Promotes informed decisions with analytics
- Lowers service agent workload
- Improves employee satisfaction with personalized conversation