Intelligence
Summarize
Summary of Intelligence Release version: Washingtondc
The Intelligence solutions for the Customer Service Management application leverage artificial intelligence (AI), machine learning, and natural language processing to enhance agent and customer experiences. These solutions automate case management processes and improve interaction quality by interpreting customer intent and predicting case resolutions.
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Key Features
- Artificial Intelligence: Forms the foundation for machine learning and natural language understanding, facilitating features like Predictive Intelligence, Task Intelligence, and Document Intelligence.
- Machine Learning: Assists with case creation, assignment, and resolution, streamlining workflows for customer service agents.
- Natural Language Understanding (NLU): Analyzes customer sentiment and interprets intent to automate fulfillment of requests.
- Task Intelligence: Automates routine tasks, enabling agents to focus on complex cases through capabilities like language detection and sentiment analysis.
- Recommended Actions: Displays context-specific actions for agents to enhance customer support efficiency.
- Predictive Intelligence: Reduces the information agents need to enter when creating cases by predicting categories and routing cases appropriately.
- Guided Decisions: Provides structured troubleshooting processes to guide agents through resolution steps, improving efficiency and accuracy.
Key Outcomes
- Improved productivity and reduced manual errors by standardizing processes through decision trees.
- Enhanced customer satisfaction with consistent agent responses and processes.
- Increased first contact resolution rates by guiding agents along optimal paths for complex cases.
These features collectively enable ServiceNow customers to streamline their customer service operations and enhance overall service quality.
Use the Intelligence solutions for the Customer Service Management application to access a set of machine learning frameworks, search and automation functions, and natural language processing to automate and enhance your agent and customer experiences.
Intelligence solutions
Intelligence solutions use artificial intelligence (AI) to support machine learning and natural language understanding (NLU) capabilities.
- Artificial intelligence
- Several Customer Service Management applications use an artificial intelligence layer as a framework for machine learning models to interpret language and predict the best resolution for cases. Examples include Predictive Intelligence, Task Intelligence, and Document Intelligence. Artificial intelligence is the foundation of machine learning and natural language understanding frameworks.
- Machine learning
- Machine learning solutions for Customer Service Management help with case creation, case assignment, and case resolution.
- Natural Language Understanding
- Natural Language Understanding helps with features such as sentiment analysis, which analyzes customer interactions for positive, negative, or neutral tone. NLU can also interpret customer intent when interacting with a virtual agent to automatically fulfill requests. For example: a customer asks "I need access to the XYZ environment", and NLU interprets "Grant access" as the intent and "XYZ environment" as the entity.
Task Intelligence for Customer Service
The Task Intelligence for Customer Service application offers you several AI capabilities. You can use language detection, record categorization, Sentiment Analysis, and Document Intelligence to automate your routine tasks across a case's life cycle. These capabilities also enable your agents to focus on resolving complex cases.
To learn more about Task Intelligence, see Task Intelligence for Customer Service.
Recommended Actions application for Customer Service Management
By using the Recommended Actions application for Customer Service Management, you can configure and display the relevant, recommended actions for your agents. These actions are based on the context of the record. Your agents can quickly follow these recommended actions to assist customers and to resolve issues.
The following example shows the recommended actions on the case record. The panel gives the agent options to help the customer with a home loan application, such as getting a credit report, determining eligibility, and gathering documents.
To learn more about Recommended Actions, see Recommended Actions application.
Predictive Intelligence for case management
You can assist your agents when they are creating cases by limiting the amount of information that they have to enter. For example, an agent only has to enter a short description of the case. Based on the information that an agent enters in the short description field, Predictive Intelligence predicts the category, priority, and assignment group, and routes the case to the correct queue.
To learn more about Predictive Intelligence, see Predictive Intelligence for case management.
Guided Decisions for Customer Service Management
You can resolve complex cases faster and more efficiently by guiding your agents through a structured troubleshooting process.
Guided Decisions is a decision tree authoring and execution capability in the Customer Service Management application. Use Guided Decisions to guide agents through troubleshooting processes that are based on case context. These processes ask a series of questions and agents provide answers. Based on those answers, agents receive guidance on the next steps to take in the resolution process.
- Reduce manual errors by setting up standard processes as decision trees.
- Improve agent productivity by embedding decision trees in recommended actions and playbooks and surfacing relevant actions based on a customer’s situation.
- Increase customer satisfaction with consistent agent processes and responses.
- Improve first contact resolution by guiding agents along the optimal path to resolve complex cases.
To learn more about Guided Decisions, see Configuring Guided Decisions.