Machine learning: Come with us if you want to live

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Session Code: BRE0488

Presenter(s): Franck, Shiv, Ronald

Company(s): Novant Health, ServiceNow, Novant Health

Abstract:

Imagine the folks at Novant Health as tall, strong, wearing a black leather jacket, sunglasses, stretching out their arms, and saying "come with us." The future is here. Only it's friendly: less "Terminator" and more "WALL-E." Novant Health is excited to leverage machine learning to sustain their promise of a remarkable experience to both customers and partners. ServiceNow Agent Intelligence is being used to speed up resolution time for self-service requests by predicting and assigning the incidents to the right group, the first time. Agent Intelligence is also working to assist fulfillers that create non-self-service incidents by providing a suggestion of the most appropriate assignment group, based on historical data. Join this session if you want to see how they're making it happen.