ServiceNow Agent Intelligence

  • By Aelum Consulting
  • September 11, 2019

Agent intelligence is an artificial intelligence solution built on the ServiceNow platform. Servicenow will help your business to improve productivity and eliminate, which in turn leads to high customer satisfaction.

It will initially be applied to improving the speed and quality of IT and customer-service processes. Most companies have an IT service desk as well as a customer support center. These functions ensure that customers and employees receive help in a timely manner — whether it is a request for a new computer, a password reset, or the status of a repair. Manually triaging thousands of incidents or cases, categorizing tasks, and routing work can consume people’s resources, introduce human error, and slow resolution.

Predictive Intelligence categorizes, assigns, and prioritizes requests to resolve them faster.

With Agent Intelligence, you can use machine-learning algorithms to set field values when you are creating a record. You can also train predictive models to automatically categorize and route work that is based on your past record-handling experience.

Benefits of Agent Intelligence:

  • ServiceNow Agent Intelligence can assist front-line support agents and improve triage quality by eliminating the guesswork out of the process. It can predict accurate results by analyzing historical patterns.
  • It attempts to streamline the ticket assignment process and can aid in an increase in customer satisfaction.
  • Automating manual tasks will greatly save time and resources.

AI Process:

ServiceNow Agent Intelligence

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