Customer expectations continue to rise and evolve, placing greater pressure on organizations already operating in a highly competitive environment. They seek to elevate the standard of service by investing in tools and technology that empowers front-line agents to deliver personalized support at scale, efficiently. The latest Customer Service Management (CSM) enhancements in the Q2 2024 ServiceNow Store release will improve customer engagement experiences with advanced features, including generative AI (GenAI) innovations, that reduce customer and agent effort to resolve issues quickly.
Here are the top innovations in the release:
- Knowledge article generation
- Dynamic translation
- Post-call summarization
- Modeless dialogs in agent workspace
- Knowledge guidance card enhancements
Knowledge article generation
Agents operate in a challenging environment, needing to respond to customer requests fast and with the right information. Capturing, creating, and maintaining knowledge remains a time-intensive, manual process that delays making resources available to other agents. In the Q2 2024 Store release, ServiceNow delivers knowledge article generation powered by Now Assist – our GenAI technology – to craft articles conversationally using information from the case record.
With knowledge article generation agents prompt Now Assist to draft a knowledge article based on notes in the activity stream and related case records. Now Assist will then create an initial knowledge article. All knowledge article processes – including Knowledge Centered Service (KCS) – are maintained, providing for review and revision prior to publication. This enables agents to swiftly close out a case, document, and distribute helpful knowledge then move on to support other customers.
Dynamic translation
Customer service organizations invest heavily in building their knowledge bases – often in one primary language. Increasingly, brands provide support to a diverse array of customers who prefer to interact in their native dialect. Dynamic translation is a new Now Assist feature that allows customers to engage and receive support from organizations in the language they would like.
With dynamic translation, Now Assist translates non-English inquiries into English, identifies the most appropriate knowledge article, summarizes it, and then translates it into the customer’s preferred language. This innovation improves the return-on-investment made into developing and curating a knowledge base by seamlessly extending its resources to a global audience.
Post-call summarization
Agents follow different processes while wrapping up customer calls, including when summarizing interactions. These – often manual – activities are time-consuming and require agents to rely on their notes or, worse yet, memories, to recall critical information. This leads to the documentation of potentially inaccurate information which hinders additional support.
New in the Q2 2024 Store release, post-call summarization enables agents to summarize customer voice conversations from a recorded transcript instantly. Through integration with Contact Center as a Service (CCaaS) providers, agents – using CSM configurable desktop – receive a call transcript which is then summarized using Now Assist. This innovation simplifies and codifies post-call wrap up activities so that agents can focus on what matters most: serving the customer.
Modeless dialogs in agent workspace
Agents need access to the right information quickly in a purpose-built workspace to serve customers efficiently. Modeless dialogs is a new innovation in the Q2 2024 Store release that allows agents to interact with a case record – including updating the activity stream – while entering data via a pop-up, movable dialog overlay. As part of a broader effort to simplify the agent experience with a streamlined and intuitive user interface, modeless dialogs reduce agent effort to coordinate and deliver frictionless support.
Knowledge guidance card enhancements
Agents heavily rely on shared knowledge to service every customer request. With knowledge guidance card enhancements, a new feature in the Q2 2024 Store release, agents are provided contextual actions to inform use and updating of knowledge articles to improve issue resolution quality and accuracy.
From the knowledge guidance card an agent can pop up the knowledge detail page where they are presented with a menu of “sticky buttons” accessible from anywhere regardless of scrolling. From there, agents can take a variety of actions including rating, marking as helpful or not helpful, flagging, adding comments or editing a knowledge article. This innovation speeds agent onboarding and time to proficiency by codifying knowledge article actions, making it easier to maintain the quality of the knowledge base for all.
These are just a snapshot of the many ServiceNow Q2 2024 Store release features for CSM. The innovations provide a range of powerful new functionality to enhance service delivery with GenAI, streamline the flow of work across departments, and enable agents to exceed customer expectations. By utilizing these features, organizations can deliver great experiences that today's customers expect.
For more information, review the release notes, schedule a meeting and demo with your account team, or contact us here.
