The Professional Package from ServiceNow® Customer Service Management holds several useful features that can take the work of support and their operations to a new level. Popular beacons like chatbot, Natural Language Understanding (NLU) and Performance Analytics are just a fraction of the package's scope.
Taking a look at the optimization opportunities for the existing support process, the following features stand out:
- Predictive intelligence: Here, based on the subject of a ticket, an attempt is made to infer categories, priorities and possible groups of agents. This can make the work of 1st level support much more efficient and reduce unnecessary reassignments, which tie up resources unnecessarily.
- Guided decisions: Here, criteria-driven decision trees are proposed, which are processed by the support team. These decision trees contain questions that lead directly to the next decision points. This in turn reduces the workload of the more specialized 2nd and 3rd level units.
- Workforce optimization: This feature is nothing more than the breaking up of group thinking into queues. The allocation is based on the availability of the agents, their skills and their workload. This results in a more even utilization of agents and tickets are assigned to those agents who have the necessary skills.
- Proactive customer service: By integrating event management to detect disruptions and based on the affected customer products, outages are created and the customer is proactively informed, which in turn increases transparency towards the customer.
- Outsourced customer service: Here, tickets are transferred to external agents in the system based on criteria. The tickets visible to the external agents are subject to the defined criteria.
The aforementioned lighthouse features of the virtual agent (chatbot) and NLU often go hand in hand. Controlled by the decision tree, the virtual agent covers simple and often recurring requests, saving the company from 1st level support. In conjunction with NLU, additional keywords and phrases can be combined with a decision tree, e. g.: for "status incident 123456", additional phrases such as status ticket 123456 or error 123456 are used. In special dashboards, those responsible then also receive an overview of how well the terms were selected and for which entries no decision tree was found.