ServiceNow Task Intelligence Releases New Automation Tools for ITSM for the Vancouver Release
IT TransformationBlog Post

ServiceNow Task Intelligence Releases New Automation Tools for ITSM for the Vancouver Release

ServiceNow Task Intelligence Releases New Automation Tools for ITSM for the Vancouver Release

The Vancouver release of ServiceNow Task Intelligence features a powerful set of automation tools for ITSM. Whether it’s streamlining workflows, deflecting inquiries, or triaging and resolving incidents, these innovations empower employees, boost satisfaction rates, and maximize value.

Using the Admin Console, you can configure, test, and edit machine learning models that predict future data. Models can also be deployed for automation in other ServiceNow features and applications.  

AI-Powered Chatbots  

A chatbot provides answers to common customer questions quickly and accurately. It reduces support costs and improves customer satisfaction by providing a more satisfying experience.  

Chatbots can also be used for employee-related tasks to save time and money and allow employees to focus on other priorities. However, it is important to consider the risks of using chatbots for employee support.  

For example, you should implement data validation and verification processes to ensure the information the bot provides is correct. You should also have processes in place to handle exceptions.  

The Vancouver release of ServiceNow Task Intelligence includes several improvements for the Virtual Agent and Flow Designer. These include a text-to-code function that transforms natural language into JavaScript, which can speed up scripting times and simplify the deployment of AI functions in Virtual Agent. The release also has new generative AI functionality that allows you to create more self-service solutions.

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AI-Powered Workflows  

Easily create, train, and deploy AI models in the admin console to enhance the customer and employee experience. Maximize AI's impact on key KPIs such as resolution time, customer satisfaction, and re-assignment rates.

Boost service agent productivity by automating tasks, allowing them to focus on high-value issues. Automatically populate cases and incidents with relevant information, prioritize based on sentiment, and provide insights for effective resolution.

HR professionals can use Virtual Agent to assist with employee queries, including policies, benefits, leave requests, and more — freeing time to focus on strategic projects.

Developers can use the generative AI API to customize Virtual Agent and enhance user experiences while maintaining data security and platform integration with a native language model (LLM). The Vancouver release also introduces Finance and Supply Chain workflow, helping ITSM leaders simplify operations and reduce cost and risk.

AI-Powered Incident Prediction  

According to the Goldman Sachs report, Generative AI is expected to lift productivity across every business function and add $7 trillion to global GDP over a 10-year period. The Vancouver release operationalizes this potential with new capabilities in Now Assist for IT Service Management (ITSM), Customer Service Management (CSM), and HR Service Delivery (HRSD)

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Intelligently route cases faster with smart task recommendations; the system identifies any open free time in an agent’s schedule and recommends tasks to be completed during that period. The agent can accept the recommended task using the ServiceNow mobile app.  

The Vancouver release also delivers AI-powered incident prediction that helps reduce ticket handling times by automatically predicting the most likely outcome of a ticket. This model uses pre-defined templates with incident category, prioritization, and assignment based on the description of the ticket.  

You can monitor, edit, train, and redeploy predictive models from the Admin Console. These models require good data quality to deliver results and a commitment to ongoing data management.  

AI-Powered Task Recommendation 

Rather than using a manual triage process or relying on assignment rules that need to be created and managed manually, use supervised machine learning to automatically predict fields like category and assignment group for IT incidents and customer service cases. This reduces manual work for your team and helps them get to the root cause faster. 

Using the new Admin Console application in the Vancouver release, you can configure and deploy machine learning models to categorize cases or route them for processing. You can track, monitor, edit, and retrain models as well. 

Virtual Agent isn't just about automating tasks; it's your AI ally for stellar customer service. It's your secret to performance perfection, offering insights to boost your bot's brilliance. Customers love the personalized touch, saving time on the mundane and empowering your team to tackle the extraordinary. 


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