ServiceNow introduces a virtual agent, the solution can solve user requests in real time-CMI Magazine

Current service, Action Enterprise System, Enabling businesses to work at lightning speeds, announced the launch of a new robot conversation technology called “Virtual Agent”. The solution aims to improve the experience of customers and employees through more natural interaction and automatic real-time response to complete work quickly.
Unlike other robots, ServiceNow Virtual Agent Ability to handle employee or customer requests from start to finish using market-leading platforms Now Platform™di ServiceNowTo automatically resolve requests, such as resetting passwords.

“Our virtual agent allows you to create a powerful local conversation model in Now Platform”.He has announced Rodolfo Falcone, Senior Vice President of Mediterranean Services. “This allows our customers to develop various intelligent service dialogues from quick questions to entire business interactions through the messaging platform of their choice. “

ServiceNow Virtual Agent Provide context-based personalized answers. For example, when an employee requests a new phone call, the chat already knows which plan and operator the employee has. This can accelerate business development and create a personalized service experience.

Virtual agent It can also enable companies to respond more quickly through instant and interactive conversations in a scalable model that can adapt to peak periods.
Through self-service interaction, customers and employees can find themselves in familiar places through customer chat Microsoft team, Slack o ServiceNow. Virtual agent In fact, it collects requests and conversations in a message passing format.

Through acquisition I said, ServiceNow Want to give more functions Natural Language Understanding (NLU) Will be its virtual proxy next year.of National Land Alliance Solve a difficult area of ​​artificial intelligence, which is dedicated to understanding the nuances of human language.use I said, Customers using virtual agents will train their robots to understand technical content and technical terms. This is essential for making everyone’s daily work interaction simple, accessible and natural.

Virtual agent Resolve request IT, HR e customer service Talk to Outside the box:

· it -Improve employee experience through common service desk requests, such as automatic password reset, ticket issuance, process approval and shutdown verification;

· Human Resources -Make it easier for employees to get answers or send requests related to leave, salary difference, check status and update their personal information;

· customer service -Users can create product or order cases and check the status through virtual agents, which improves customer satisfaction and efficiency.

Virtual agent Will be available in the next product version Current service.