Shaping the Next Generation of Customer Service Management with Now Assist

Overview?

In today's fast-paced digital landscape, customer service is a critical component for the success of any business. With the rise of new technologies and ever-increasing customer expectations, companies must find innovative ways to manage their customer service operations. Enter Now Assist, a comprehensive solution designed to revolutionize customer service management. In this blog, we'll explore what Now Assist is, its key features, benefits, and how it can transform your customer service operations.?

What is Now Assist??

The Now Assist bundle includes Now Assist for Customer Service Management (CSM), along with other modules for HR service delivery, IT service management, and a Creator module for developers. To power the new features within Now Assist, ServiceNow released a domain-specific ServiceNow large language model called Now LLM.?

Now Assist for CSM incorporates generative AI features such as case, incident, and agent chat summarization, virtual agent, and search capabilities. It streamlines customer service processes, generating summaries for cases and chats. Customers also benefit from an improved self-service experience with access to resources that help them find answers to their questions.?

With the Now Assist for Customer Service Management (CSM) application, the agents can use generative AI to summarize the customer chat conversations and case details to get the context of the case. They can also generate case resolution notes to share with the other agents and wrap up cases faster.?

• Autonomous Agents @ Akira AI
• Vision AI @ xenonstack ai

Re-envision and Redesign Enterprise Workflows with Akira AI

A platform for Agentic Workflow Automation to automate and optimize complex enterprise workflows, boosting productivity and efficiency.

Key Features of Now Assist for CSM?

1. Interactive chat summary?

An interaction chat summary provides the context about the chat conversation between your agents and customers at different points of the handoff, such as when a Virtual Agent chat history is handed off to a live agent, or when one live agent hands off a chat history with a customer to another live agent.?

Agents can view or create the following summaries:?

• It helps us summarize the conversation when Virtual Agent hands off a chat to a live agent and displays the summary in the Active Chat window. An agent can view a summary of the actions that were taken by a customer before engaging with a live agent.?

• It enables us to summarize the conversation when a live agent hand off a chat to another live agent and displays the summary in the Active Chat window. An agent can view a summary of the actions that were taken by a customer beforehand off to another live agent.?

• Provides a summary when an agent uses the /summarize quick action in the Active Chat window.?

2. Case summary and notes?

The platform provides an agent with a summary of a customer service case, including the issue and the actions taken. An agent can generate a summary of a case to understand the case context, refresh the summary so that it includes the latest updates to the case, and post the summary to the case work notes. The case summarization skill generates a case summary and displays it above the activity stream.?

The case resolution notes can help an agent to wrap up cases faster and provide the context about the case resolution to the other agents who might encounter similar issues.?

3. Knowledge generation?

Knowledge generation can help an agent to streamline content creation, an agent can automatically generate knowledge articles by using the relevant data from the case record after proposing a resolution or closing the case. By not having to generate knowledge articles manually, this feature saves your agents valuable time and effort.?

4. Call Summarization?

The platform provides an agent with a call summary when the call ends and includes the main points discussed during the call, including the issue and the actions taken. An agent can generate a call summary of the interaction to understand the case context and post the summary to the case work notes. An agent can view or create the following summaries.???

Benefits of Using Now Assist?

1. Increased Efficiency?

By automating routine tasks and providing tools for better organization, Now Assist helps customer service teams operate more efficiently. This leads to faster resolution times and a more streamlined workflow.?

2. Enhanced Customer Satisfaction?

With faster response times, accurate solutions, and consistent support across all channels, customer satisfaction is significantly improved. Satisfied customers are more likely to remain loyal and advocate for your brand.?

3. Cost Savings?

Automating customer service processes reduces the need for a large team of customer service agents, resulting in significant cost savings. The initial investment in Now Assist can quickly pay off through reduced operational costs.?

4. Better Decision-Making?

The real-time analytics provided by Now Assist enable businesses to make informed decisions based on actual performance data. This helps in identifying areas for improvement and implementing effective strategies to enhance customer service.

Subscribe the Newsletter

How to Implement Now Assist in Your Business?

Step 1: Activate the plugins?

To enable Now Assist, you need to activate the necessary plugins in your ServiceNow instance. ??????

Step 2: Configure Platform Settings

Now Assist is highly customizable to fit the specific needs of your business. Configure the platform to align with your customer service processes like adding triggers for the skills we need to implement in our use cas

Step 3: Configure Service Catalog and Knowledge Base?

Now Assist relies on your service catalog and knowledge base to provide accurate and relevant information to your users. Follow these steps:?

• Ensure that your service catalog is up-to-date and includes all the services that you offer to your users.?

• Review and update your knowledge base to include relevant articles and information.????????????????????????????????????????????????????????????????? ?

Case Study:?

Challenge:?

• AVEX was facing challenges in internal and external communication, leading to a lack of visibility and inefficient customer service.?

• Customers were experiencing "black holes" in communication, where they would raise a request or incident and not receive timely updates on the status.?

• AVEX needed a solution that would provide a single point of information for customers, automate processes, and improve the overall customer experience.?

Solution:?

• AVEX adopted ServiceNow's Customer Service Management solution.?

• The implementation provided a unified service portal for customers to raise tickets, track progress, and receive automated notifications.?

• The mobile app was deployed for engineers to access task information, schedules, and issue details on-the-go.?

• The ServiceNow platform enabled automation, dashboards, and reporting capabilities to improve employee efficiency and customer visibility.?

Outcome:?

• Improved customer experience through timely communication, transparency, and visibility into request status.?

• Enhanced customer engagement through the unified service portal, allowing customers to raise tickets, track progress, and receive automated notifications.?

• Increased efficiency in service delivery through the mobile app, enabling engineers to access task information and schedules on-the-go.?

Conclusion?

In an era where customer expectations are at an all-time high, leveraging advanced technologies like Now Assist can give your business a competitive edge. By automating routine tasks, providing omnichannel support, and offering real-time insights, Now Assist can transform your customer service management and help you achieve higher levels of customer satisfaction. Implement Now Assist today and take the first step towards revolutionizing your customer service operations.?

Explore Further