Longer response time
Problem
Lower support-agent productivity caused by excessive time spent searching for solutions and managing administrative tasks
When handling internal issues or customer requests, agents often spend excessive time looking for solutions by navigating through knowledge bases, documentation, or internal systems, thus delaying response times. Routine administrative tasks like logging calls, updating records, or following up on tickets consume significant resources, leaving less room for problem-solving. This inefficiency may lead to a backlog of unresolved tickets, overwhelming workload and causing stress or high turnover among support staff.
As technical and customer teams become less efficient, operational costs rise, straining budgets and reducing overall profitability. The cycle of inefficiency and slow response times frustrates customers who expect quick, effective support, especially for issues they consider urgent. Search times and administrative duties leave agents less time for personalized, high-quality interactions, resulting in rushed or less attentive service. Consequently, this erodes trust in the company, leading to negative brand perception and driving customers to seek out competitors offering more reliable and quicker support services.
Solution
ServiceNow & DIGITALL
Centralized AI-driven platform
Consolidating information through a unified knowledge base
To address low agent productivity caused by lengthy searches and administrative tasks, the ServiceNow platform uses GenAI to create a unified knowledge base. This knowledge base collects information from various sources such as CRM systems, monitoring and cyber security tools, alert solutions, and chat interactions, significantly enhancing search capabilities. It empowers agents to swiftly access and apply solutions drawn from past resolved issues, ensuring faster and more accurate responses. The AI-driven platform also generates comprehensive documents that compile all previously logged problems and their solutions, expediting ticket resolution and saving time.
Automating Resolutions with AI-Powered Scripts
Furthermore, the AI-generated knowledge base on ServiceNow enhances automation by creating resolution scripts for common problems and offering solution options based on the specifics of each customer ticket. This streamlines problem-solving so that human agents only need to handle the more complex issues. The time saved can then be dedicated to other high-priority tasks that require personal attention.
Streamlining Operations with Automated Workflows
Beyond unified access to information, ServiceNow automates administrative tasks to streamline operations and establishes standardized procedures for agents to ensure consistent handling. This automation can include ticket management, where incoming tickets are categorized and prioritized, as well as the automation of repetitive workflows like escalations, approvals, and task assignments. Routine data entry and updates, such as record maintenance and system synchronization, are also automated. By automating these tasks, ServiceNow reduces agents' cognitive load, and empowers them to focus on more complex, value-driven activities.
