ServiceNow Japan cooperated with LINE to develop a solution model. Utilizes is used to deal with child abuse: EnterpriseZine

ServiceNow Japan announced on September 10 that it has developed a query response solution model that associates “LINE” provided by LINE and “LINE WORKS” provided by Works Mobile Japan with ServiceNow’s customer service management.

By linking LINE official accounts and LINE WORKS with ServiceNow’s customer service management, a highly versatile query response solution model has been realized. By combining the interaction of the customer service center (such as accepting customer inquiries and conversations on LINE) with the back-end workflow to improve customer response, it is easy to achieve cross-departmental information sharing and master response status. Do it.

Due to the spread of the new corona virus infection, ServiceNow Japan receives more and more consultation cases about child abuse. These consultation cases are sent to the Child Counseling Office, and as the first step in using this solution model, “Child abuse Consulting Solutions” will be available.

By using this solution, when residents inquire through LINE official LINE accounts established by companies and various organizations that provide services related to child abuse consultation, ServiceNow’s chatbot will ask about the content of the consultation and automatically issue a query ticket. Created. According to the content of the ticket, the responsible personnel and response priority will be sorted. The assigned staff can have a dialogue with the inquiring residents and the supervisor of the staff in charge of LINE WORKS to solve the problem.

In addition, employees can update and confirm the response status (including improvement measures) and log information of this conversation through the customer service management of LINE WORKS, and can respond quickly to solve the problem.

The solution was developed as a solution package by ServiceNow’s partner system support company and is scheduled to be available in the ServiceNow store in October.

In the future, through the use of the inquiry response solution model, in addition to the child abuse consultation response solution, it will gradually be used as an accident response solution in maintenance and non-life insurance.