Resolve disputes faster with AI agents who can classify cases and take appropriate next steps.
Skip the note-taking and move to the next interaction faster with auto-generated summaries for chats, calls, cases, and emails.
Let AI-driven triage extract entities, validate context, identify issues, and route cases to the right team before an agent touches them.
Experience real-time sentiment tracking across cases and interactions, with automatic escalation triggers and trending driver analysis.
Get smart suggestions for resolution steps, knowledge articles, service offerings, and email responses—all provided in the agent workspace contextually.
Use AI-surfaced trends, historical pattern detection, and field-level analytics to help spot emerging issues before they scale.
Speed deployment with preconfigured foundations for banking.
Empower CSRs with a unified desktop experience integrated to CCaaS providers for seamless customer interactions.
Use prebuilt intake questionnaires, workspaces, and workflows for card disputes.
Use prebuilt intake questionnaires, workspaces, and workflows for non-card ACH disputes.
Connect to prebuilt integrations for VROL, Visa Stop Payment, CDRN/Verifi, RDR, VRAD, Visa Compelling Evidence 3.0, and Visa Rules.
Use prebuilt integrations for Ethoca Alerts, Ethoca Consumer Clarity, Mastercom, Mastercom Extended, and Mastercard Rules.
Earn customer trust by quickly resolving cases of card fraud and cutting losses.
Meet customers on any channel (voice, SMS, chat, web, portal) with unified routing and conversation history.
Gain a single pane of glass with contextual intelligence, guided decisions, and recommended actions.
Maintain consistent resolutions across dispute inquiries.
Match every case to the right agent automatically through skills-based routing and intelligent assignment.
Deliver self-service experiences for customers and partners with embeddable web components and configurable templates.
Verify customer entitlements in real time and enforce service-level commitments tied to contracts, portfolios, and service offerings.
Let customers book appointments conversationally, with agent scheduling and workforce optimization built in.
Extend service delivery to partners and third-party providers with full visibility and SLA tracking.
Track and manage customer-facing projects, onboarding milestones, and deliverables from within CSM.
Model your physical locations, branches, stores, and organizational hierarchies to align service delivery with how your business operates.
Bring voice into the agent workspace without third-party middleware through built-in telephony integration with open-frame CTI support.
Use conversational capabilities across SMS and messaging channels for smarter, context-aware customer interactions.
Enable rules engine and decision builder for dynamic service request criteria, configuration rules, and guided workflows.
Balance workload and maximize team performance with channel management, agent scheduling, and resource matching.
Take control of any AI from a central intelligent hub.
Open the full ServiceNow system of action to every AI agent in the enterprise.
Turn data into AI-powered action with end-to-end governance.
Provide personalized, relevant, and actionable search results to employees and customers.
Gauge your service performance using the industry's largest anonymized customer data set.
collaborate on any record by connecting with the right people instantly.
Optimize service operations with a unified, cloud-based platform across operations and service management.
Raise the bar on service delivery with a single data model for enterprise workflows.
Promote self-service with a single source for knowledge across the organization.
Make it easy for agents to triage, act on, and resolve requests on the go.
Keep users informed and engaged anytime, anywhere with intuitive mobile apps.
Create reports using a single data model for up-to-date insights.
Improve self-service by offering products and services through a modern, user-friendly storefront.
Manage provider-customer commitments to meet or exceed service levels.
Drive continual service improvement with feedback and assessment results for any service.
Improve agent efficiency with a single workspace built to facilitate resolutions.
Streamline your workflows to reduce costs, increase productivity, and eliminate repetitive tasks.
Empower anyone to quickly extend solutions or build custom business apps.
Reduce manual work with built-in machine learning that categorizes, routes, and prioritizes work.
Build and extend custom applications on the ServiceNow platform with low-code tools.
Accelerate workflow performance at scale with a high-performance database purpose-built for ServiceNow.
Analyze agent interactions to discover automation opportunities and optimize service delivery.
Route complex requests across departments with advanced workflows and cross-team coordination.
Publish and manage branded mobile app experiences for employees, customers, and field workers.
Uncover hidden inefficiencies by mapping how work actually flows.
Anticipate trends, prioritize resources, and continuously improve with real-time analytics.