Rajeev Goyal
ServiceNow Practice HeadAugust 26, 2024
Home » Blogs » ServiceNow » Elevate Customer Service with Generative AI and ServiceNow’s Now Assist for CSM
The Need for Generative AI in Customer Service
- Understanding customer intent and sentiment from their text input and sending instant relevant responses by referring to an extensive company database.
- Providing better knowledge and context to an agent’s simple reply to the customer to help clarify the subject matter.
- Noting down crucial information during customer interactions, enabling agents to stay focused on the conversation without the distraction of taking notes.
- Identifying common queries and issues, helping online retailers improve their support content and preemptively address customer needs.
- Conducting real-time sentiment analysis to alert supervisors to declining customer satisfaction, enabling timely intervention to address and resolve issues.
ServiceNow CSM
ServiceNow’s Customer Service Management (CSM) application is designed to automate and streamline customer service processes, providing agents with the tools they need to deliver proactive, efficient support. Key benefits of ServiceNow CSM include:
- ServiceNow CSM brings together front, middle, and back-office functions, enabling teams to proactively address customer issues and facilitate more self-service options through automation.
- The application offers real-time insights into customer products and services, allowing businesses to detect and prevent issues before they escalate. This proactive approach helps send preemptive alerts and automate resolutions for recurring problems.
- By connecting teams directly to the departments responsible for resolving issues, ServiceNow CSM ensures that problems are tracked and resolved swiftly. This connectivity helps maintain a record of known issues, preventing future customers from encountering the same problems.
Introducing Now Assist for CSM
ServiceNow’s Now Assist for CSM
ServiceNow’s Now Assist for CSM integrates these generative AI capabilities into its customer service management platform, offering several key benefits:
- Chat Summarization: Provides summaries of customer interactions, helping agents quickly understand the context and history of a case.
- Case Summarization: Generates summaries for complex cases, allowing agents to grasp the situation swiftly and accurately.
- Resolution Notes Generation: Automates the creation of resolution notes, enabling agents to wrap up cases faster and share crucial information with colleagues.
- Now Assist Panel: A configurable workspace where agents can request summaries and resolution notes, streamlining their workflow.
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Conclusion
Are you ready to harness the power of ServiceNow Now Assist and Generative AI to transform your organization’s customer service experience?
Royal Cyber leverages cutting-edge technologies to create service environments where efficiency, engagement, and satisfaction soar. Let’s explore how we can tailor these innovative solutions to meet your unique needs and propel your business forward. For more information, you can email us at [email protected]
Harini Krishnamurthy
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