“Businesses can reduce customer service costs by up to 30% by implementing conversational solutions like virtual agents and chatbots.”- Chatbots Magazine
Customer satisfaction and intuitive user experience are the key factors of any successful business. On the flip side, catering to customer queries and service requests round-the-clock becomes tiresome with a limited workforce. So, businesses are heading towards implementing conversational solutions like chatbots and virtual agents to reduce the workload and drive human resources to focus on complex tasks.
Continue Reading
In this blog post, let’s explore the capabilities of ServiceNow virtual agent and how our team helps in implementing ServiceNow virtual agent for your enterprise!
A glimpse of ServiceNow Virtual agent capabilities
ServiceNow virtual agent platform renders user assistance through a conversational interface. The virtual agent helps users get the relevant resources for FAQs, organizational policies or information, IT service requests, or live agent handoff with the help of natural language understanding (NLU). ServiceNow NLU model extracts relevant values such as intent, utterance, entity from the user chats and delivers engaging and appropriate conversations through the virtual agent.
ServiceNow Virtual agent can help enterprises in key areas such as IT service management, HR service delivery, customer management to enhance the user experience.
Getting started with ServiceNow virtual agent implementation!
Kick-starting the virtual agent implementation with OOTB functionalities of common IT service requests or FAQs helps your organization march towards the success path. ServiceNow offers the necessary in-built features to employ a virtual agent for optimal services and workflows.
Defining the clear mission of employing virtual agents, the level of user assistance on implementation, its future upgrades will help your enterprise in enforcing virtual agents without any hassle. ServiceNow launches its version upgrades every quarter, so it’s crucial for your enterprise to build a scalable virtual agent solution to adopt upcoming features.
Being a trusted ServiceNow certified partner, our team caters to your customized needs in implementing scalable ServiceNow virtual agents.
Now, let’s walk through how we implement ServiceNow virtual agents in your enterprise!
Determine the goals and success metrics
Our ServiceNow experts brainstorm with your stakeholders and executive team to understand the desired business outcomes and success metrics for the virtual agent implementation. Our pre-assessment phase involves:
- Connecting with your stakeholders, IT team, customers to understand your existing business processes and goals.
- Individual user surveys to discover existing service challenges and self-service opportunities.
Some of the common desired business outcomes are 24/7 automated support, reduced agent workload, improved self-service opportunities, faster resolution time, enhanced user experience, and increased productivity. The success metrics of virtual agent implementation can be measured from the resolution time, the volume of tickets, live agent handoff, and much more detailed analytics.
Analyze the existing process
Our team analyzes and documents the existing processes that require the interaction of virtual agents as conversational flow. Adding on the user persona, redundant service requests, compatible self-service information, and related details will accelerate the design phase.
Based on the analytics, our experts consolidate the common service requests and search patterns in various organizational units. We get the details of existing self-service options and then consider OCM plans & project deadlines.
Document the future project scope
Our team drafts the consolidated architecture showcasing the interaction of virtual agents with existing ServiceNow applications and the available OOTB features. Based on these insights, we architect the future scope and design of the virtual agent implementation project.
Plan for change management
We conduct a survey on change management across the executive team and plan for a defined communication strategy. Our ServiceNow experts extend to provide training sessions on tools, process management, and much more with the end-users and service providers. Instead of going live for the initial release, we prefer releasing a Beta version of the ServiceNow virtual agent across the executive team. Based on the discussions and feedback, your enterprise virtual agent features can be scaled up and your workforce can be equipped with a quality conversational interface.
Our ServiceNow experts do support your enterprise in achieving a high level of user adoption and satisfaction.
Do you seek technical support in ServiceNow virtual agent implementation? Be it from assessing your virtual agent implementation readiness, designing the architecture, or deploying the application, our ServiceNow experts can cater to your needs.
Let’s get over the call and enhance your workforce productivity and user experience!
Our ServiceNow experts do support your enterprise in achieving a high level of user adoption and satisfaction.
Do you seek technical support in ServiceNow virtual agent implementation? Be it from assessing your virtual agent implementation readiness, designing the architecture, or deploying the application, our ServiceNow experts can cater to your needs.
