New ServiceNow Virtual Agent Takes Chat from Conversation to Resolution

Now employees get answers immediately and can open cases directly from chatsto make every day work simple, accessible and natural for everyone

ServiceNow(NYSE:NOW) has announced newconversational bot technology dubbed “Virtual Agent,” designed to improve customer and employee experiences by getting work completed quicklythroughmore natural interactions andreal-time automated resolution. Unlike other bots, ServiceNow’s Virtual Agent can manage employee or customer requests from start to finish,leveraging ServiceNow’s industry-leading Now Platformto resolve conversational requests automatically, such as resetting a password.

“Our Virtual Agent enables apowerfulconversation model built natively in the Now Platform,”saidCJ Desai, chief product officer, ServiceNow. “Thisenables our customers to develop a wide range of intelligent service conversations, froma quick question to anentire business action through themessaging platform of their choice.”

 AnIntelligent Virtual Agent in Action

ServiceNow’s Virtual Agent providespersonalized responses in context. For example,when an employee asks for a new phone, the chat knows what cell phone plan and carrier the employee alreadyhas, speeding the task and creating a personalized service experience.

Virtual Agent also enables companies to respond faster with instant, interactive conversations that can scale even during peak periods. It frees up staff to do higher value work. ServiceNow estimates that 15% to 20% of routine interactions can be handled by Virtual Agent.

With self-serviceinteractions, customers and employees engage in familiar places — via Microsoft Teams, Slack or ServiceNowchat clients. Virtual Agent gather inquiries, requests and conversations within a messaging format.

With the acquisition of Parlo, ServiceNow intendsto inject more natural language understanding (NLU) into its virtual agents in the next year. NLUaddresses a challenging area for AI: understanding the nuances of human language. With Parlo, customers using virtual agents will train their bots to understand technical and jargon-laden content, which is critical to make every day work interactions simple, accessible and natural for everyone.

Streamline IT, HR and Customer Service Requests withOut-of-the-Box Conversations

In its pre-builtofferings, ServiceNow’s Virtual Agent delivers common service conversations:

  • IT:Improve employee experience with common help desk requests such as automating password resets, creating an incident, processing approvalsand checking outages.
  • HR: Make it easier for employees to get answers or submit requests such as a leave of absence, research pay discrepancies, check status and update their profile.
  • Customer Service: Increase customer satisfaction and improve agent efficiency when customers cancreate cases for products or orders and checkproduct status through virtual agents.

Design Custom Virtual Agents Easily

It’seasy to instantlycreate basic service conversations that resolve issues in large volumes so agents can focus on their most important work. Customers can design their own virtual agentconversations with drag-and-drop ease and little-to-no development time. Organizationscaneasilyplug in their preferredmessagingservice. That includes web, mobile and adapters for popular messaging apps such as Microsoft Teams and Slack that are delivered out-of-the-box with the NowPlatform.

Virtual Agent will be available in ServiceNow’s next product release this year.

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