Looking for answers
As ServiceNow grows, so does employee demand. Employees have come to expect consumer-like services and quick responses when needs arise. Conversely, it’s unpleasant and unnecessarily expensive for service agents to engage in manual and repetitive tasks.
But requests require information—either for the employee seeking to solve a problem, or for the agent working to find a resolution. And information isn’t always easy to access, distil and share, especially in a growing enterprise. We wanted to drive more personalisation, shorten the time it takes to find answers and simplify the complexity of our information ecosystem for all users.
Putting our platform to work for us
Thankfully, we had homegrown solutions at our fingertips that we could put into action. As customer zero, we get to experience the benefits of ServiceNow products first, while helping them become more sophisticated and feature-rich for our customers.
The first solution we turned to is Virtual Agent with Now Assist. This AI and GenAI powered chatbot provides anytime self-service to our employees, helping them complete routine tasks and answer questions using natural language processing.
The second piece is AI Search, which connects our employees to answers via personalised results in whichever channel they prefer—from in-app to employee portal and more. AI Search brings in data from internal and external sources and uses machine learning capabilities to improve over time. By integrating AI Search and Virtual Agent, our chatbot provides even better, more focused responses.
Experience is the key to productivity
We’ve seen strong outcomes from using our solutions. More than a million interactions with Virtual Agent have helped our employees get what they need faster, serving up the right topic to our employees 76% of the time. AI Search has improved relevancy of search results by 26% and surfaced 13% faster results.
What does all this really mean? Better employee experiences, with less waiting and frustration. It means employees feeling like their needs matter and they can get what they need more easily. And it means we can refocus on driving results for the business and for our customers—because that’s ultimately what we’re all here to do.