The ServiceNow virtual agent automatically answers regular questions, provides user prompts and solves various problems. The service solution is based on an efficient messaging interface that can be used anywhere: on a PC, integration with applications such as Microsoft Teams or Slack, and on a smartphone.
Virtual Agent is an automated service desk that runs on ServiceNow’s Now platform. It is a dialogue robot that can solve employee or customer problems through natural interaction, fully automatic, and real-time. ServiceNow prides itself on the ability of robots to handle queries autonomously. With this application, ServiceNow has once again successfully simplified the service process-for example around IT or HR.
Integration is the key word. When the company employee informs the virtual agent that he needs a new smartphone, the app already knows what types of smartphones he can provide—depending on the employee’s role. These things can speed up the process and ensure a personalized user experience for employees.
artificial intelligence
ServiceNow is committed to the fact that virtual agents can handle 15% to 20% of the most common problems completely autonomously. This frees up time for help desk staff to deal with more complex issues.
Earlier this month, ServiceNow announced the acquisition of Parlo, a company that uses artificial intelligence in natural language processing. Based on this technology, ServiceNow is expected to further expand the effective use of chatbots, including in virtual agents.
The release of Virtual Agent was held at Knowledge 2018 at the ServiceNow User Conference in Las Vegas. There were no less than 18,000 visitors to the conference, including a staggering number of European companies. Since 2013, ServiceNow also has an office in Belgium. In addition to a few major international players, the company also entered the Belgian market through seven so-called priority partners. Deloitte, DXC and CTG are all part of ServiceNow’s partner network.
Cooperation with Datanews
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