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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 for businesses. Integrating AI-powered voice assistants within ServiceNow further enhances service relationships. Lets explore how voice assistants can be a game changer for the ServiceNow platform's ability to deliver services.

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

Voice assistants are one of the most effective ways to modern ServiceNow ITSM. Voice assistants can be added to custom mobile applications or a devices like the Amazon Echo. Mobile applications 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. The chatbot is continuously trained using artificial intelligence. Below are the key actions we can perform using voice assistant applications.

  • Provide list of approvals
  • Approve/reject change request/service request
  • Create incident and service request
  • Gather Knowledge base articles and tables info
  • Show dashboards

Consider a scenario where a person is driving to work and wants to know how many open incidents are assigned to them. They can talk to the voice chatbots application (like Alexa, Google Home, Cortana, or Siri,) to get the details of the incidents. Those chatbot can then be told to and organize those items in a particular order or they can be approved or denied in a simple voice command.

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

A lot of time can be wasted while navigating the ServiceNow web portal. Especially when searching for the correct knowledge base article or catalog item. Voice assistants reduce this waste of time by letting employees raise and track tickets or events by a voice command- anywhere, on any device, at any time (not just during office hours). A voice assistant on a phone or tablet makes this possible.

Most IT service requests, like password changes and troubleshooting are repetitive and perfect for automation. Voice assistants can automate these redundant IT tasks by addressing the issue either by proposing a solution or by suggesting knowledge base articles. This way voice assistants  provide better enterprise service management and operations, ensuring positive employee/stakeholder engagement.

Leveraging Predictive Intelligence

Backed by AI capabilities, voice assistants provide a lot more analytics on services and delivery efficiency patterns. These analytics data drive businesses to improve services and processes. Predictive intelligence and machine learning capabilities integrated into voice assistants can observe trends and make recommendations proactively. Examples include fixing issues that are hindering business processes, enhancing efficiency, or predicting service outages before they happen.

If the workforce is notified of a risk to operations, they can be well prepared to handle them effectively. This feature is extremely beneficial for services like security. “The Global CIO Point of View” survey by ServiceNow too points that most CIOs’ are planning to have machine learning or AI solutions solve complex service issues. Refer the image below.

Graph of CIO Plans to use AI for Automation and complex Decision making

Optimize Workflows

Tracking work status updates often requires managers to routinely check the portal and communicate back and forth with teams all day long instead of focusing on more strategic tasks. To avoid  this waste of time, voice assistants can be set to alert managers when there is a status change in an issue.

Voice assistants  can also intelligently assign and route/categorize tasks to solve the issue. Doing so, voice assistants are optimizing the workflow, keeping users free from routine but complex decisions involved in the service management process.

Improvements to ServiceNow Delivery by Voice Tech

  • Natural voice communications enrich user experience
  • Ensures greater engagement between front and back offices
  • Better business alignment
  • Enriched enterprise service management
  • Improved service Experience Index
  • Creates consistent approach in the delivery of service strategies
  • Offers greater connectivity among business systems and processes
  • Improved relationships across employees, stakeholders, customers, and IT
  • Solves issues quickly and proactively
  • Brings consumer-like experiences to operations and services delivery
  • Accelerates the decision-making process with analytics 

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

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