Developed a query response solution model linked to Works Mobile, ServiceNow and LINE – Cloud Watch

On the 10th, Works Mobile Japan Co., Ltd. (hereinafter referred to as Works Mobile) cooperated with ServiceNow Japan GK (hereinafter referred to as ServiceNow) and LINE Co., Ltd. to have its own business chat “LINE WORKS” and ServiceNow customer service management Application “ServiceNow”. “Customer Service Management” announced that it has developed a solution model for queries linked to LINE. As the first step, we will provide the “Child Abuse Counseling and Response Program” from October.

In the newly developed query response solution model, firstly, consultants such as customers or residents conduct queries from his/her own LINE account to the official LINE account established by the company or various organizations, and then the ServiceNow customer service management chatbot will listen Consult content, automatically create a query ticket, and assign a consultant.

Next, notify the assigned consultant’s LINE WORKS account of the content of the inquiry/inquiry, and the person in charge and the supervisor will use their own LINE WORKS account and the consultant’s LINE account for a group discussion to solve the problem. This is a mechanism of communication.

In addition, conversation log information on LINE WORKS and response status information including improvement measures will be seamlessly updated to ServiceNow customer service management.

By using such a solution model, a fast communication environment using chat and an environment for sharing information across departments to solve problems will be realized, and customers will be able to quickly deal with problems. It is expected to increase satisfaction.

The first solution provided this time, “Child Abuse Counseling Solution”, shows that due to the recent spread of new corona virus infections and self-restraint pressure, the number of child abuse counseling consultations sent to child counseling centers is increasing. It was developed for it. Our goal is to reduce the barriers to consultation by using LINE, and to prevent the rapid progress of the process from consultation to problem solving, and to prevent the aggravation of child abuse.

The solution will be provided by ServiceNow’s partner System Support Co., Ltd. as a solution package in the ServiceNow store.

Works Mobile will continue to strengthen its cooperation with ServiceNow and LINE, and will gradually provide solutions for maintenance and accident response in non-life insurance.