The modern IT revolution is driven by an as-a-service economy, where service delivery experience matters the most. ServiceNow is one of the top players in this area for the enterprise. ServiceNow combined with the power of a chatbot makes service delivery smarter, reduces operational costs, improves data access, and improves tracking for a more efficient operation.
How ServiceNow Chatbots Improve Businesses
The following are key differentiators a ServiceNow Chatbot delivers:
Simplify and Optimize ITSM Process
The legacy ITSM process makes users send emails in order to raise an incident or request. Then, users must manually go to the portal to follow up on the request. This requires users to be trained to navigate the portal.
In the case of the ServiceNow chatbot, users can speak to the chatbot in a natural way to place and track requests. The chatbot either suggests a self-assisting knowledge base article or raise an incident/request. ServiceNow research reveals that front-line staff is wasting 12 percent of their time due to miss categorization of tasks. Here users need not worry about tasks like, which department or person this issue should be assigned to. The ServiceNow chatbot can create, classify, prioritize and assign the request.
The ServiceNow chatbot can be integrated with various chat interfaces (like Slack, Skype, and so on) that are external to the ServiceNow platform. These enterprise chatbots can also send push notifications if it identifies any change in the state of the request. This saves a lot of time and optimizes the intricate workflows involved in the IT service management process.
Cost-Effective Project Management
In project management, managers spend most of their time checking the status of assignments, usually by writing emails. Instead, ServiceNow PPM (Project Portfolio Management) provides a dashboard to monitor the work status of each team member as well as to the overall team. However, even accessing the PPM dashboard can be a manual, time-consuming process.
Using a chatbot lets managers request analytics reports without having to spend time on portal traversing through menus. A mobile app chatbot further enables managers to access the data at any given time or place.
Chatbots powered by artificial intelligence can behavior analytics based on employee interactions. This helps managers study service delivery trends and make suggestions to overcome issues that are hindering the service delivery flow.
The Benefits of Using ServiceNow Chatbots for Project Management
- Speeds up the decision-making process
- Improves employee-organization engagement
- Accelerates overall project’s time-to-delivery process
- Minimizes project management costs
The outcome of all these combined results in better alignment of IT services and business functions.
73 percent of CEOs expect their HR departments to be more active and strategic, but legacy HR systems take up most of their time answering repetitive requests. To overcome this, A self-assisting HR portal was introduced by ServiceNow to assist employees to access HR information in one place. Despite this portal, employees preferred to email HR. This necessitated HR to think beyond HR portal and add a chatbot for HR.
With workforces becoming more spread out across various locations, chatbots can serve employees 24/7 from any place or device. Employees can get help on the fly regarding issues like, PTO and expenses management. AI capabilities of the chatbot can help HR get great insights on workforce analytics, based on which HR can fix any issues hindering employee performance. Also, chatbots can be used by HR to conduct repetitive on-boarding processes.