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Session Code: LAB0592
Presenter(s): Rahul, Abhi
Company(s): ServiceNow, ServiceNow
Abstract:
Customer service agents are often challenged to keep external customers happy while also working efficiently to achieve their performance metrics. Data applied with context can improve the productivity and experience of customer service agents. Attend this hands-on lab to learn more about how Customer Service Management uses Agent Intelligence and Agent Assist, which applies machine learning to help customer service teams be more productive. You'll discover how they help prioritize and categorize cases faster and more accurately, quickly find similar cases and solutions, and respond to major issues impacting multiple external customers.
URL: https://developer.servicenow.com/app.do#!/event/knowledge19/LAB0592
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