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ServiceNow Agent Intelligence

  • By Aelum consulting
  • September 11, 2019

Agent intelligence is an artifical intelligence solution built on the servicenow platform. ServiceNow will help your business to improve productivity and eliminates, 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 resources, introduce human error, and slow resolution

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 guesswork out of the process. It can predict accurate results by analyzing historical patterns.
  • It attempts to streamline ticket assignment process and can aid towards increase in the customer satisfaction.
  • Automating manual task will greatly save time and resources.

AI Process:

ServiceNow Agent Intelligence