In business, your people drive success. Yet, when your customer ops and field service teams spend their time on manual, menial, or disjointed tasks, experiences and morale suffer. For example:

• Customers want to self-serve, but they can’t. And when they get slow response times, generic answers, or awkward handoffs between service agents, it makes them feel undervalued and erodes satisfaction.
• The lack of detailed customer support case histories can significantly delay case handoffs between service agents and lead customers to sense their needs are a low priority.
• When issues arise that agents can't resolve on their own, middle- and back-office personnel must step in to manually handle tasks—a slow and cumbersome process.
• Field service quality suffers when dispatchers can’t view technician availability and skill sets tare hindered by manual scheduling systems.

While GenAI can address these challenges, many IT leaders still consider security and governance to be major concerns. Nearly 70% of companies lack a cohesive strategy and roadmap for implementing AI—and they see it as a hurdle to their success.¹

Customer experience leaders have increasingly turned to AI, and now to GenAI, to improve all facets of the customer service process. With the right strategy, GenAI can help you build experiences that will delight your customers and the teams that serve them.

Natural language self-service delights customers

By giving customers effective self-service options, you increase case deflection and reduce costs.

Case summaries and actionable insights empower agents

Regardless of complexity, GenAI can distill customer-specific context and insights into succinct case summaries for your agents.

AI helps intelligently orchestrate work across departments to manage cases and resolve customer issues faster. Cases are broken into discrete tasks, automated, and completed in parallel, saving hours of manual work.

As field technicians move from site to site using mobile devices to get their most important work done, GenAI helps them access data on activity and anticipate the parts they’ll need. 

Now Assist for Customer Service

Create exceptional customer and agent experiences

When customers can’t find answers, they may be forced into a live chat, transferred multiple times, and asked to repeat information. It’s no wonder that 48% of enterprise leaders say improving the customer experience is one of the main drivers for implementing AI,⁶ and 27% of leaders say AI is the capability providing the greatest reduction in customer effort.⁷

GenAI-powered Now Assist can help you build delightful customer and agent experiences by:

• Making smarter self-service a reality with an intuitive conversational assistant
• Enabling customers to use a natural language interface to submit catalog requests that are automatically routed to the right department
• Improving agent productivity with case histories, chat summaries, and wrap-up notes
• Speeding up resolution time with suggested actions and knowledge generation

Now Assist for Field Service

Enhance and expedite field service experiences

Field service visits can be make-or-break moments that influence customers’ long-term perception of your brand. Scheduling visits, matching correct parts or skill sets to work orders, and getting the right information to the technician prior to a call eliminates costly repeated truck rolls and improves customer satisfaction.

GenAI-powered Now Assist optimizes field service operations by:

• Simplifying task debriefs with automated work order summarization
• Enhancing data entry on mobile devices
• Increasing process adherence and data accuracy
• Delivering task summarization across activity streams, parts, and incidentals

We know the transformational impact that AI can have on an enterprise is significant. Since 2017, the ServiceNow Research team has published over 70 studies on GenAI and large language models (LLMs). The Now Platform^® is a powerhouse of intelligence, ready to meet the complex security and governance demands of today, including:

• The ability to unify all your enterprise management solutions on one platform with a robust governance framework so you can promptly and accurately respond to emerging government regulations of AI systems.
• A single source of truth for all your applications, processes, and projects that use AI models—including privacy, data protection, and security—to enable you to import relevant regulations, rapidly create policies and test controls, and deftly address compliance violations.
• Built-in predictive intelligence to help you stay on top of vulnerabilities and quickly mitigate ever-changing technology and cyber risks.
• The domain-specific Now LLM, which is faster, and more affordable, accurate, and secure.
• Low-code capabilities to reduce app development time, improve productivity, and create seamless coding experiences using Now Assist for Creator.