Automating ITSM and customer service in three ways
IT service management (ITSM), or the management and support of IT services, is critical for providing excellent customer service. Problem management, incident management, change & release management, & service-level management are all included. Since it is an essential component of customer service, it must be streamlined and standardized. Here are 3 ways that automation can aid in such initiatives:
1. Improve customer service experiences
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2. Get more done quickly.
Regular activities can be automated to just save employees time as well as enable them to concentrate on more pressing activities. Taking automation a step with further machine learning provides far more advantages.
ServiceNow Advanced Intelligence automates operation while using machine learning to:
Two ServiceNow Predictive Intelligence experts answer common questions regarding automation as well as machine learning in our Ask the Expert: Predictive Intelligence webinar.
3. Increase self-service
A chatbot powered by artificial intelligence can be utilized to consistently provide customer queries, serve content, collect user information, as well as provide support. Natural language understanding (NLU) is employed by ServiceNow Virtual Representative to bring out conversations with clients and also to help in self-service tasks including resetting passwords & system status updates.
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