Elevate Customer Service with Generative AI and ServiceNow's Now Assist for CSM
Rajeev Goyal
ServiceNow Practice HeadAugust 26, 2024
Find Out More about Our ServiceNow Now Assist Capabilities
Customer service is critical for the success of any business. With the advent of personalized and omnichannel marketing that allows buyers to all but peer into their customers’ thoughts, providing quick, effective support to the customer when needed helps foster customer loyalty and differentiates a company from its competitors. However, with global companies that have various customer bases, providing round-the-clock personalized support is a costly challenge to overcome. Luckily, with the introduction of generative AI, especially ServiceNow Now Assist for CSM, delivering top-quality customer service at a large scale has become possible.
The Need for Generative AI in Customer Service
Long wait times or the failure to communicate on the part of the sales agent can leave many customers frustrated and demotivated to pursue their purchase intent or renew their purchase at the same organization at another time. Gen AI, with large language models and advanced analytical capabilities, helps manage the scale and diversity of customer inquiries to help support centers drive customer satisfaction.
Generative AI helps enable human agents to work more efficiently while automating low-value tasks. This allows agents to focus on more meaningful interactions with customers. There are several areas where generative AI enhances 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.
Conclusion
At Royal Cyber, we understand the transformative potential of ServiceNow Now, which assists in reshaping customer service experiences. These technologies boost operational efficiency and cultivate a more engaged and content workforce by automating mundane tasks, tailoring learning experiences, and streamlining communication channels.
However, our integration efforts transcend mere technology adoption; they’re about sculpting a customer service environment that’s responsive, agile, and genuinely centered around its customers. With each stride we take in exploring and implementing these advancements, we unlock boundless possibilities to reshape the future of customer service. Embracing these transformations isn’t just a choice; it’s necessary for any organization to maintain its edge in today’s dynamic business landscape.
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]
Author
Harini Krishnamurthy
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