Customer service leaders are navigating a landscape of rising expectations and technological advancements. The challenge? Leveraging new tools like AI and generative AI to meet customer demands while empowering agents to enhance their productivity. It's about striking the right balance between innovation and the human touch.
ServiceNow's Yokohama Release is here to level up your customer experience. We've partnered with leading CCaaS providers to deliver a solution that puts your customers first. With AI Agents powering our enhanced self-service capabilities, your customers can access faster, more comprehensive answers with ease. It's all about streamlining interactions and boosting satisfaction through intelligent automation.
For your agents, we've reimagined the workspace. The Yokohama Release integrates call center controls and tools into a single, intuitive interface. This unified approach not only boosts agent productivity but also simplifies workflows. By reducing case workload and maximizing efficiency, we're helping your team focus on what matters most: delivering exceptional service.
The result? A more agile operation that drives customer satisfaction and unlocks the full potential of your technology investments.
Here are the top innovations we will discuss:
Customer Service Management
- Voice interaction page and call controls
- Embedded Contact Center as a Service (CCaaS) components
- Unified routing on 3rd party CCaaS
- Unified CCaaS Workforce Engagement Management (WEM)
- Email as an interaction
AI Agents for Customer Service Management
- AI Agents in portal case form
- Virtual Agent topic: Scheduling assistant
Voice interaction page and call controls
Integrating Contact Center as a Service (CCaaS) platforms like Genesys with ServiceNow has historically caused workflow disruptions and increased cognitive load on agents due to differing interfaces. This inconsistency impacts agent resolution time (ART) and customer satisfaction scores (CSAT).
With Yokohama Q1 Store release, our solution embeds non-native channels from CCaaS platforms directly into the ServiceNow Agent Workspace, providing consistent call controls (e.g. mute, hold, unhold, transfer, conference, etc.) and a unified interface.
The new voice interaction page and call controls has three main components:
- Call Controls from 3rd Party CCaaS: Direct control over calls via leading platforms like Genesys Cloud Contact Center.
- Customer History Section: Immediate access to comprehensive customer histories for personalized service.
- Real-Time Call Transcript: Available when live transcription is active, ensuring agents have the latest conversation data.
By unifying these components, agents have all necessary tools in one interface, eliminating the need to switch platforms and enhancing productivity. This streamlines operations, minimizes cognitive load, and ensures all agents and admins can easily manage interactions and configurations, ultimately reducing agent resolution times and improving onboarding and retention.
Voice interaction page and call controls
Embedded Contact Center as a Service (CCaaS) components
Agents often face cognitive overload by switching between ServiceNow and Genesys CCaaS workspaces to manage channels and use platform-specific tools.
In the Yokohama Q1 Store release, ServiceNow's CSM Configurable Workspace will embed AI and automation tools from Genesys CCaaS to streamline agent interactions. Available components include Queue Activation, Agent Stats, Station Settings, Outbound Queue Selection, and the WEM Widget, with more to follow in H2’25.
This integrated approach reduces the need for platform switching, enhances agent productivity, and improves customer satisfaction, empowering agents with a unified toolset that optimizes their workflow and effectiveness.
Embedded Contact Center as a Service (CCaaS) components: Queue Activation | Agent Stats | Station Settings | Outbound Queue Selection | WEM Widget and more
Unified routing on 3rd party CCaaS
In the Yokohama Q1 Store release, ServiceNow chats and cases requiring assisted service can be seamlessly routed to Genesys CCaaS, which determines the best available agent. This consolidation enables admins and supervisors to manage the routing of ServiceNow cases, chats, and Genesys voice calls from a single platform, significantly reducing operational overhead. The ability to consolidate routing rules within CCaaS for all channels addresses the inefficiencies created by fragmented routing and provides a centralized approach to staffing adjustments during peak volumes.
This update brings a host of benefits. ServiceNow remains the primary workspace for front office agents, ensuring a consistent user experience. Agents will use the same inbox to handle voice calls from Genesys CCaaS, enhancing productivity and customer satisfaction by leveraging a cohesive, integrated platform.
Admins gain access to a new contact center configuration page. This page allows the synchronization of skills, queues, and wrap-up codes between Genesys and ServiceNow, facilitating skill determination, reporting, call transfers, conferences, and post-interaction wrap-up management.
Unified routing on 3rd party CCaaS
Unified CCaaS Workforce Engagement Management (WEM)
Siloed reporting platforms often result in inaccurate forecasts, leading to poor scheduling and staffing decisions that escalate operational costs. Furthermore, the inability to make quick adjustments based on real-time data can adversely impact overall business performance and customer satisfaction.
To address these challenges, we are embedding the Genesys Workforce Engagement Management (WEM) module within the Manager workspace for unified reporting. With the unified routing of interaction data across all channels, Genesys WEM enables accurate scheduling, forecasting, and delivers valuable insights. Admins will benefit from unified insights via Genesys WEM, supplementing ServiceNow's native reporting and Performance Analytics (PA). Additionally, agents will gain access to essential WEM components within their CSM Configurable Workspace, enhancing productivity and operational efficiency.
Unified CCaaS Workforce Engagement Management (WEM)
Email as an interaction
Previous issues include creating unnecessary cases from emails, spam cases, and unreliable data from duplicate and reopened cases, which hindered the optimization of case resolution times.
The Yokohama Q1 Store release simplifies this by converting emails into interactions instead of cases, preventing unnecessary case creation. This approach differentiates workflows, using interactions for initial emails and Cases for in-depth resolutions. AI-generated recommendations quickly categorize and populate case intake. Agents will manage incoming emails via a new email interaction page, similar to handling chats and cases, improving efficiency and data reliability. Admins can now track email interactions versus the ones that needed resolution and follow up.
Email as an interaction
AI Agents in portal case form
Currently, when customers seek assistance, they are presented with a list of Knowledge Base article links relevant to their inquiry. However, they still need to spend time and exert effort to read and sift through these links to find the information they need.
Introducing intelligent answers in portal case form. Powered by AI Agents, this capability provides customers with direct answers within the case form based on their description. This approach is significantly faster and more efficient than offering a set of links for the customer to analyze.
This enhancement boosts self-service success and case deflection by delivering answers directly within the case form, thereby increasing customer satisfaction through an efficient and direct response. It streamlines the support process, allowing customers to receive immediate solutions instead of navigating through various articles.
AI Agents in portal case form
Virtual Agent topic: Scheduling assistant
Virtual Agent now offers a game-changing scheduling assistant powered by AI Agents, revolutionizing how customers manage their appointments. This advanced feature allows users to schedule, reschedule, and cancel appointments with unprecedented ease, moving beyond the previous limitations of rigid Natural Language Understanding (NLU) formats.
By embracing multiple input types and even processing long messages, our AI Agents deliver a streamlined, user-friendly experience that adapts to your customers' communication preferences.
This technological leap forward directly addresses critical business needs: reducing the case workload on your support team, enhancing customer retention, and boosting overall satisfaction. By increasing bookings handled through Scheduling assistant powered by AI Agents, we're helping you optimize operations and control costs.
Virtual Agent topic: Scheduling assistant. Schedule, Reschedule, and Cancel
The Yokohama Release is your gateway to next-level customer service management. By leveraging our unified platform and intelligent automation, you're not just keeping pace with customer expectations—you're leading the way.
These are just some of the many Yokohama Family and Store release features for CSM. To unlock the full potential of these innovations and many more, review the release notes, schedule a meeting and demo with your account team, or contact us here.
