With all the technology and innovations available today, enterprises are looking for the smart ways in which processes can be made efficient, costs can be reduced and productivity can be increased. It is high time when enterprises should start adopting Artificial Intelligence into their functions and processes.

Enhancement of ITSM functions is one of the major opportunities which businesses aim to achieve using AI-powered platforms or systems. The frequent and easy-to-handle incident tickets can be better handled by automated assistants using NLP (Natural Language Processing.)

Gartner predicts that “55% of all large enterprises will deploy chatbot to increase work efficiency by 2020.”

Transforming IT with ServiceNow

This is where ServiceNow helps in merging and streamlining both internal and customer-facing operations processes using machine learning algorithms. With better algorithms and interconnectivity, the ServiceNow AI system reduces the downtime and cuts the cost of overhead significantly.

ServiceNow’s Agent Intelligence offers equipped automation capabilities to modern IT organizations that want to leverage customer data for better decision making. ServiceNow’s Intelligent Automation Engine is equipped to automate multiple tasks and incidents with the aim to eliminate the daily employee issues, existing ticket resolution times and enable organizations to transform how they function.

With Agent Intelligence from ServiceNow London, machine learning properties will automatically categorize from historical ServiceNow data and route reported issues.

More with ServiceNow

This application is enabled to handle higher volumes of triage requests at lower costs. Through automation, this feature is able to categorize and assign requests based on the description of the task ticket that will in turn garner below mentioned benefits:

• Reduce task resolution times.
• Reduce interactions to resolve simple tasks.
• Reduce the errors of categorizing and assigning work.

Agent Intelligence will also increase agent efficiency, which will then decrease the time spent towards a resolution. By automatically categorizing these incidents based on the user’s explanation, Agent Intelligence is able to monitor requests. And then learn from the patterns or past history. This makes the feature significantly more accurate in its predictive recommendations.

By correctly categorizing incidents and reports, this will also give your company’s CSAT score a good boost. By leaving clients with both a quick response and a solution to their problem.

Say you are a customer agent staff and are looking for a faster way to create customer service-specific solutions. Agent Intelligence can analyze Customer call Categorization and a short description of the incident provided by the customer, which will then predict what customer solution service needs to be delivered.

According to CIO, A front-line customer support functions spend up to 12% of their time categorizing, prioritizing, and assigning tickets. 43% of IT service desk respondents are also weighed down by having to choose from 100+ assignment groups — with nearly a quarter needing to choose from 300+ assignment groups.

We at ZeTechno introduce the benefits of ServiceNow Agent Intelligence and help your enterprise deliver an unprecedented ITSM experience to your employees and customers.  To learn more, click here to know more about our ServiceNow Expertise.