ServiceNow launched its release on the Now Platform San Diego, which aims to help organizations transcend pandemic-induced change by driving productivity, scaling automation through the enterprise, and creating better experiences for a hybrid world.
The discharge is divided into three sections: tthe Next Experience, the Automation Engine, and industry solutions.
The Next Experience
The Next Experience is designed for “agents” – people who actually interact with an employee or customer – says Jeffery Gore, vice president of product marketing for employee workflows at ServiceNow.
It includes more than 25 purpose-built workspaces that offer next-generation visual design, surface insights using dashboards, and use machine learning to assign tasks and suggest the next best action.
Most importantly, Next Experience includes a customer service management (CSM) Configurable Workspace, and Dispatcher Workspace For Field Service Management, so that the field service and customer service teams can efficiently respond to requests or problems that may be encountered. of customers.
The Automation Engine
Automation Engine is a complete automation and integration solution that combines the Integration Hub (a service that quickly integrates ServiceNow products into systems) with robotic process automation (RPA) capabilities.
“We still have many customers who will use the PeopleSoft system, or SAP, but they are notoriously difficult to integrate. You have many processes where you have an agent who takes a request from an employee and they literally have to move and type the same content of that form into PeopleSoft or into SAP, and this new service actually automates that process. , it reduces errors, and it drives efficiencies in that process, ”Gore said.
Automation Engine features the brand new RPA Hub, which provides a centralized command and control center to monitor, manage, and deploy digital robots.
Industry solutions
Finally, ServiceNow is implementing new, out-of-the-box industry solutions.
“Within our customer support application, for us to deliver an out of the box customer support application, it means having enough knowledge about our customer’s customer base to help our customer support their customers,” he said.
For example, the San Diego release offers banking solutions for customers in the banking, insurance, and technology industries.
New Deposit Operations for Banking automates standard checking, savings, and certificate deposit requests to help bank employees get work done quickly. In addition, Client Lifecycle Operations for Banking manages onboarding, account updates, and notification of death processes more efficiently.
For insurance services, ServiceNow has released Personal and Commercial Lines Servicing capabilities to enable policy service on personal and commercial business lines between carriers and their customers, policyholders, and partners. in distribution.
Finally, ServiceNow has deployed its first targeted solutions for technology providers to quickly launch new services, allowing them to keep pace with the growing demand for cloud-based and managed services. service. Services include Technology Provider Service Management to combine care and operations with AI-enabled self-service and support for a more proactive customer experience and ecosystem.
Driving productivity and efficiency
According to Gore, San Diego’s release, particularly its Automation Engine, is about increasing productivity and fixing inefficient processes.
“Having an Automation Engine to connect all the systems and departments that support a process, that will deliver a better experience. For agents, having all the information they need at their fingertips allows them to provide the right answer at the right time using an automated seamless process. You need a password reset, the password has been reset. You’re getting an error on your computer, you put it back on and it’s running fast. ”
The Now Platform San Diego release is currently generally available. Check it out here.
