FernandoCastro
ServiceNow Employee
ServiceNow Employee

Use Now Assist for CSM to increase self-service, empower customers to resolve issues faster by surfacing trusted answers, generating helpful content, and automating routine tasks through generative AI—all without the need to contact an agent.customer.pngThis includes powerful features to Virtual Agent, smart Portal Case forms, and AI-powered search, delivered in the portal or embedded channels like Engagement Messenger.

 

Customers interact with intelligent assistants that can answer questions, route issues, or trigger actions. These capabilities are designed to scale support, reduce contact volume, and improve the user experience: especially for first-touch interactions.

 

Discover more by clicking on each of the skills:

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Measured Success

How do we usually measure success in this set of purpose driven skills?

 

Outcomes

Explanation (with applicable use case)

Success Metric

Reduce number of customer cases worked

Deliver actionable AI answers and conversational virtual agent interactions to customers, leading to fewer cases to the contact center

Use case: Promoted, narrative search results

Customer case volume (#)

Reduce virtual agent implementation & maintenance effort

Reduce time for implementation and ongoing maintenance of virtual agent through user friendly guided setup

Use case: Guided virtual agent setup

Effort to implement and maintain virtual agent (weeks)

Increase customer retention

Improve customer experience via actionable search results, conversational and quick agent interactions to improve customer satisfaction and loyalty

Use case: Promoted, narrative search results

% of customers with unfavorable support experience

Increased case deflection

Reduce volume to Tier 1 support Use case: In-form case deflection

% of cases created vs. resolved through portal

Faster overall resolution

Guide users with generated articles or suggested steps 

Use case: In-form case deflection and conversational catalog

Average time to resolve via self-service

Improved customer satisfaction

Reduce user effort and response friction 

Use case: Self-service experiences deployed with AI

CSAT / portal / virtual agent feedback rating

 

 

Version history
Last update:
a month ago
Updated by:
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