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Improving ServiceNow Delivery Efficiency with Voice Assistants

Improving ServiceNow Delivery Efficiency with Voice Assistants

ServiceNow has been driving the service revolution through innovative service delivery solutions, which in turn increase operational efficiencies of how business gets done. To offer intuitive experiences in the delivery of workplace services, integrating AI-powered voice assistants with ServiceNow is a game changer in service relationships. Lets explore how voice assistants can be a game changer in the ServiceNow platform's ability to deliver services.

How Can a Voice Assistant with ServiceNow be a Game Changer?

Voice assistant is one of the key aspect to modernizing ServiceNow ITSM. Voice assistant can be a custom mobile application or a device like Amazon Echo. The mobile applications created continuously sync data with ServiceNow platform using ServiceNow rest API for iOS and android applications.  Using voice commands data can be retrieved from ServiceNow tables. We will train the bot using artificial intelligence. Below are the key features we can perform using voice assistant applications.

  • Get list of approvals
  • Approve/reject change request/service request
  • Create incident and service request
  • Fetch Knowledge base articles
  • Show dashboards
  • Fetch key tables information

To understand better, let's consider a scenario where a person is driving to office and he needs to know about the open incidents assigned to him. He can talk to the voice chatbots application (like Alexa, Google Home, Cortana, or Siri,) to get the details of the incidents, and ordering items or approving the pending request can also be done by voice commands.

Highly automated companies are 6x more likely to see revenue growth of 15%+."

Today’s State of Work Report, ServiceNow

Here is the list of ways, enterprise voice assistant integration with ServiceNow platform is going to add more value to the service delivery and in operational management:

Any Device, Anywhere and Any Time: Better Engagement

In case of a web portal, lot of time is wasted in locating correct knowledge base article or locate correct catalog item and this may require additional training time. The Voice Assistant application lets employees or stakeholders raise and track their tickets or events just by a voice command anywhere, on any device, at any time (not just during office hours). A voice assistant on a phone or tablet can make this possible.

Most of the IT service requests will be recurring (like, requesting for IT fix). These recurring tasks can be automated with a voice assistant, which would address the issue either by proposing a solution or by suggesting some knowledge base posts that is solution oriented. This way Voice assistants offer means for better management of enterprise services and operations, ensures better employee/stakeholder engagement, and drastically brings down service costs.

Leveraging Predictive Intelligence

Being backed by AI capabilities, voice assistants can bring you a lot of analytics data on services and delivery efficiency patterns. These analytics data drive the businesses to improve services and processes. The predictive intelligence and machine learning capabilities integrated to a voice assistant platform can observe trends and make some recommendations proactively to the managers or team members. Examples include, fixing the issues that are hindering the business processes, enhancing efficiency, or predicting the service or process related issues prior to the occurrence of damage.

As the workforce get notified by the voice assistants prior to risk happening, they can be well prepared to handle risks very effectively. This feature turns out to be in instances of security issues. This way efficiency and effectiveness of teams, as well as ServiceNow service delivery, can be improved. “The Global CIO Point of View” survey by ServiceNow too points that most of the CIOs’ are planning to have machine learning or AI solutions to solve complex service issues, states. Refer the below image:

CIO Plans for Machine Learning Are Increasingly Ambitious

Optimize Workflows

Often tracking work status requires managers to keep checking the portal and mail back teams every day, instead of focusing on some of his strategic tasks. In this case, to avoid time wastage in continuous follow-ups voice assistants- just with a command- would alert the team members and the manager notified about the status of the issue raised regular basis till the issues are resolved.

Here, other than instructing the voice assistant to create the ticket one need not be worried about things like, whom to assign and other routing tasks (Like categorizing, prioritizing and assigning) involved in solving the issue. Doing so, voice assistants are optimizing the workflows, keeping the user free from the complex workflows involved in the service management process.

(Know how Virtual Assistant abilities to strategize HR Department)

Voice Differentiators in ServiceNow Delivery

  • Natural voice communications enrich the ServiceNow and user associations
  • Ensures greater engagement efficiencies between front and back offices
  • Better business alignment
  • Enriched enterprise service management
  • Improved service Experience Index
  • Consistency approach in the delivery of service strategies
  • Offers greater connectivity among various business systems and processes.
  • Improved relationships across the enterprises, be it employees, stakeholders, customers, IT, or any other business systems.
  • Solve issues quickly and proactively
  • Standardizes and brings consumer-like experiences in the overall operations and services delivery processes
  • By offering robust data analytics and easy to understand visualizations, accelerates the over decision-making process and service operations.

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Topics: Technology, ServiceNow, Chatbots, Artificial Intelligence, knowledge18, Voice Assistants

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