How Artificial Intelligence improves Workplace Performance

Customer experience is the key battleground for brand differentiation. Winning companies are using artificial intelligence (AI) to boost that experience. 86% of organizations that have fully embraced AI say it has improved customer experience. Let's look at five ways you can use AI to strengthen experience for your customers.

AI helps organizations respond faster and smarter to what customers want today. It makes it easier to deliver personal and connected experiences at scale, and it has the predictive power to enable us to anticipate needs. With AI on your team, customer service can be proactive, and your people can be more productive.?

What do we mean by AI?

AI is an umbrella term that covers a range of software technologies that can interpret data, support and automate decisions, and take actions. At ServiceNow, AI includes:

? Machine learning (ML)

? AI-powered search

? Content understanding technologies such as natural language processing (NLP)

? Predictive analytics

It doesn't include the internet of things (IoT). Because, on its own, IoT isn’t AI—it’s a pipeline of data that connects physical sensors in machines. That data then needs to be analyzed, and that’s where AI kicks in.

Delivering Proactive Customer Service in the Workplace

Here's what reactive customer service looks like:

? Customers request information and agents respond with the answers

? Customers raise issues and your organization ensures they’re fixed fast

? It’s essential, but it’s a table stake

Your customers call the shots, and you respond. Proactive service delivers a step change in customer experience

Here's what proactive customer service looks like:

? You know what information customers are going to need, and you provide it before they ask

? You regularly update them on the status of their enquiry or request, so they don’t have to chase you

? You get early warning that an issue is about to happen, and you prevent it before customers notice

? When something does go wrong, you’re the first to know about it.

You can give customers advance warning, let them know you’re on the case, and update them as soon as the issue is resolved You're in control of the situation, and one step ahead of your customers.

Good customer service is reactive, great customer service is proactive. Fix the toughest problems before they happen with purpose built AI from ServiceNow. AI is the critical enabler of proactive customer service. Getting ahead of problems and preventing them from happening is today's most powerful service differentiator, and AI gives you a jump start. Issues are resolved 3x faster with proactive monitoring.

When a major issue does occur, ServiceNow alerts you instantly, and AI helps to provide vital insights into the scope and scale of the issue, so you can resolve the root cause efficiently and effectively. ServiceNow? Predictive Intelligence identifies clusters of cases with similar underlying issues so:

? Managers get full visibility across customers and markets; they can see what solutions are working best and accelerate resolution.

? Agents are prompted to link issues to an existing case or to create a new ‘major case’ on their systems. This makes it easy for them to resolve similar cases at once, share timely updates with all customers impacted by the issue, and warn those who may soon be affected.

When your teams are on the front foot, things happen faster, and customers get a better experience.

Ready to learn how ServiceNow? can improve your workplace? Give us a call at?ProV!?

ProV are long-term partners for workflow management software and offer wide array services that help manage your IT department, licenses, usage and compliance better so you get the most out of your investments.

To get started on your workplace transformation, book a?FREE Consultation ?today!?