Kjenner du Alec? IBM Watson Virtual Agent for ServiceNow

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Alec is automatic incident routing and assignment for ServiceNow ITSM, powered by IBM Watson.

Alec | BuildOnMe
Alec helps ensure consistency across Tier 1 classification and triage of "general/question" ITSM tickets by automatically analyzing and routing tickets containing unstructured content, such as incoming incidents sent by email to the Help Desk.

An Agent can improve Alec's accuracy by selecting the correct classification and training Watson, directly from within ServiceNow.

Key Features

Auto Classification

- Alec automatically categorizes tickets to minimize the number of tickets that have to be manually reviewed. This means tickets get worked faster.

- Alec standardizes the body of knowledge used to categorize tickets, so expert knowledge is applied consistently.

Language Identification and Translation

- Alec identifies the language used to create a ticket so that an agent who speaks the proper language can be assigned to it.

- Alec translates ticket comments so a translator or bilingual agent isn't needed to   translate them for the caller.

Tone Analysis

- Alec uses tone analysis to elevate the priority of incoming tickets level if anger and disgust are detected.

Other Requirements

IBM Bluemix Account

Alec requires integration with an active IBM Bluemix account. There are nominal costs per API transaction. More details at https://www.ibm.com/cloud-computing/bluemix/pricing.

Du finner Alex på Store her:

https://store.servicenow.com/sn_appstore_store.do#!/store/application/7c26744edbb47e0062bafd441d9619...