Boosting customer support agent productivity with generative AI
Technical support engineers, or specialized support agents, are the backbone of customer interactions. They’re often the first point of contact for customers facing challenges. Their ability to quickly understand and resolve issues is crucial for customer satisfaction and retention.
The increasing complexity of technology and the volume of inquiries can make this role incredibly demanding. That’s why ServiceNow embarked on a journey to enhance its agents’ capabilities with generative AI (GenAI) and free them to focus on what they do best: delivering exceptional customer service.
To help our support agents internally, we've integrated Now Assist GenAI experiences into our Customer Service Management product. Case summarization, case deflection, and knowledge base (KB) generation features are designed to streamline processes, reduce manual workloads, and enhance overall efficiency.
Enhancing efficiency and productivity
Two repetitive tasks for any support agent are reading lengthy case histories and writing detailed summaries. With Now Assist case summarization, we've seen a remarkable 15% improvement in productivity related to time spent per case or incident.
On average, agents save between 12 to 17 minutes per case, which amounts to 80 to 110 minutes of reading and writing time saved daily.
Improving case deflection
Case deflection is another area where Now Assist has made a significant impact. We’ve seen a 10% boost in our case deflection rate by providing a search summary, and we doubled our deflection rate with Now Assist summary recommendations.
This not only empowers customers to find solutions independently, but it also frees our agents to focus on more complex issues. Each case or incident avoided can save about 45 minutes, allowing for a more efficient allocation of resources.
Building a wealth of knowledge
Maintaining an up-to-date and comprehensive KB is essential for both customers and support agents. With Now Assist KB generation, we've streamlined the creation of informative articles and guides.
Agents save an average of 30 minutes on each KB article generated, enabling them to rapidly expand our repository of knowledge. This wealth of information becomes a valuable resource for customers seeking self-service options and for agents who need quick access to information during support interactions.
A win-win for everyone
We forecast our productivity gains from case summarization, case deflection, and KB generation will result in $5.3 million in annualized savings. This efficiency gain allows our agents to handle more cases without compromising quality, ultimately leading to faster resolution times for our customers.
For business leaders and decision-makers, these improvements underscore the value of investing in advanced technologies such as GenAI. The benefits of Now Assist are clear: increased time and productivity, which leads to cost savings.
We're more committed than ever to supporting our technical support agents. By equipping them with cutting-edge features in Now Assist, we're improving their work experience and setting new standards in customer service excellence.
We extend our heartfelt gratitude to our technical support team for their unwavering dedication. Your hard work doesn't go unnoticed. We're proud to support you with the technologies that make your job easier and more fulfilling.
Find out more about how to put GenAI to work for customer service in our on-demand webinar.