Boost Agent Productivity with Generative AI for CSM

Boost Agent Productivity with Generative AI for CSM

Table of Contents:

1. Introduction
2. Background on Generative AI
3. Why AI is important in Customer Service
4. The Impact of Generative AI in Customer Service Management
5. Now Assist for CSM Features 5.1 AI Search 5.2 Chat Summarization 5.3 Case Summarization 5.4 Now Assist Side Panel 5.5 Now Assist Admin Console
6. Live Demo of Now Assist for CSM
7. Admin Experience and Tracking AI Skill Consumption
8. Additional Resources for Accelerating Value with Generative AI

Article:

Introduction

In recent years, the field of artificial intelligence (AI) has made significant advancements, particularly in the area of generative AI. This technology has the ability to Create new Patterns from data, and it has the potential to transform the way we work and Interact with technology. In the realm of customer service management (CSM), AI plays a crucial role in improving customer experiences while reducing costs. In this article, we will explore the impact of generative AI in CSM and specifically focus on Now Assist for CSM, a comprehensive solution offered by ServiceNow.

Background on Generative AI

Generative AI refers to the ability of AI systems to create new content Based on existing patterns and data. Unlike predictive AI, which focuses on identifying trends and patterns in data, generative AI goes a step further by generating new content based on the understanding of Context and intent. This technology has the potential to revolutionize customer service management by enabling organizations to deliver more personalized and efficient customer experiences.

Why AI is important in Customer Service

AI in customer service directly aligns with the prime directive of improving customer experiences while reducing costs. Many organizations believe that it is an either-or choice - either improve customer experiences or reduce costs. However, ServiceNow recognizes that it is possible to do both simultaneously. By leveraging AI, customer service organizations can enhance customer experiences by providing faster and more accurate support, while also streamlining operations and reducing costs. AI can greatly benefit customer service by improving the experience of customers and agents, increasing agent productivity, and enabling the agility of support teams.

The Impact of Generative AI in Customer Service Management

ServiceNow has been making strategic investments in AI for over half a decade. Recognizing the potential of generative AI, ServiceNow integrated large language models into the Now Platform to bring the power of generative AI to enterprise applications. With Now Assist for CSM, organizations can leverage generative AI to accelerate agent productivity, improve self-service experiences, and streamline operations. Now Assist for CSM features include AI Search, chat summarization, case summarization, the Now Assist side panel, and an intuitive admin console.

Now Assist for CSM Features

• AI Search: Now Assist for CSM enhances the self-service experience by generating answers in searches and helping to drive deflection. By analyzing Relevant knowledge articles and generating AI responses, customers can quickly find the information they need without having to sift through search results.

• Chat Summarization: With Chat Summarization, agents can generate summaries at different stages of a chat, including when the chat is initially offered, during the conversation, and when the chat terminates. This feature improves agent productivity and decreases wrap-up time.

• Case Summarization: For longer-running cases, Case Summarization allows agents to generate summaries based on previous interactions and work history. These summaries provide agents with contextual awareness and enable them to quickly wrap up complex cases.

• Now Assist Side Panel: The Now Assist side panel allows agents to make ad hoc and on-demand requests to generative AI. Agents can quickly access generative AI skills, such as summarizing a case or generating a resolution note, to enhance their productivity and provide more empathetic responses to customers.

• Now Assist Admin Console: The Now Assist admin console makes it easy for administrators to deploy AI solutions and track their impact. Admins can configure skills, control display options, and gain Insight into the usage of generative AI features within their support organization.

Live Demo of Now Assist for CSM

In a live demonstration, ServiceNow showcases the capabilities of Now Assist for CSM. The demo highlights various scenarios, including AI search, chat summarization, case summarization, and the Now Assist side panel. It demonstrates how generative AI can be used to enhance the customer and agent experience, improve productivity, and streamline operations.

Admin Experience and Tracking AI Skill Consumption

The Now Assist admin console provides a user-friendly interface for administrators to configure and track AI skills. Admins can easily turn on and customize features, define trigger conditions, and control who has access to specific skills. The admin console also provides valuable insights on skill consumption, allowing administrators to measure the real-world impact of generative AI within their support organization.

Additional Resources for Accelerating Value with Generative AI

ServiceNow offers a range of resources to help organizations accelerate the value of generative AI. These resources include downloads for the Now Assist for CSM Store app, training courses on generative AI, and access to expert services and customer communities. By leveraging these resources, organizations can maximize the benefits of generative AI and optimize their customer service operations.

In conclusion, generative AI has significant potential to transform customer service management by improving customer experiences and reducing costs. With Now Assist for CSM, ServiceNow offers a comprehensive solution that leverages generative AI to accelerate agent productivity, enhance self-service experiences, and streamline operations. By adopting generative AI, organizations can deliver more personalized and efficient customer service while driving greater value from their service management investment.

Highlights:

• Generative AI enables the creation of new content based on existing patterns and data.
• AI in customer service aligns with the goal of improving customer experiences while reducing costs.
• ServiceNow's Now Assist for CSM brings the power of generative AI to customer service management.
• Features of Now Assist for CSM include AI search, chat summarization, case summarization, the Now Assist side panel, and an admin console.
• Live demonstration showcases the capabilities of Now Assist for CSM in improving customer and agent experiences.
• The admin console allows administrators to configure and track AI skills, gaining valuable insights on skill consumption.
• Additional resources are available to help organizations accelerate the value of generative AI in customer service management.

FAQ:

Q: What is generative AI? A: Generative AI refers to the ability of AI systems to create new content based on existing patterns and data.

Q: How does AI improve customer service? A: AI in customer service improves customer experiences by providing faster and more accurate support, while also streamlining operations and reducing costs.

Q: What are the features of Now Assist for CSM? A: Now Assist for CSM includes AI search, chat summarization, case summarization, the Now Assist side panel, and an admin console.

Q: How can generative AI be used in customer service? A: Generative AI can be used to enhance customer self-service experiences, accelerate agent productivity, and improve operations in customer service management.

Q: How can administrators track the usage of AI skills? A: Administrators can use the Now Assist admin console to track the consumption and measure the impact of AI skills within their support organization's operations.