ServiceNow Demo: Continual Improvement Management
Achieve service excellence by bringing people, processes, and data together. ServiceNow Continual Improvement Management transforms improvement ideas into reality. Watch this...
Read moreThirdera generates transformation, digitization, and automation for our customers at the speed of NOW.
We help organizations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
We help organizations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
Digitize and automate workflows to enhance the customer experience, online and in-store.
Streamline complex operations for lower costs and improved customer experiences.
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Stay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.
Join our webinar with PeopleReign on September 15.
Lisa owns the Service Desk at Prospect Industries. Her team responds to about 275,000 IT incidents and requests per year from Prospect’s 15,000 global employees. About 80% of those are related to passwords, provisioning applications, and questions about IT policies. 70% of tickets originate via phone, 25% via email, and about 5% via the self-service portal. Prospect uses ServiceNow for Incident Management.
For 2021, Lisa’s CIO set an organization-wide target of reducing call and email volume by 15%. Lisa considered ways to improve self-service adoption with better knowledge content and offer better automation capabilities for password management. She even considered turning off 7-HELP, the company’s IVR system.
After evaluating all alternatives, Lisa selected the PeopleReign virtual agent. It speaks 27 languages and is pre-trained to answer about five million common IT and HR questions. Lisa’s team of two ServiceNow administrators deployed the virtual agent in three weeks and completed user acceptance testing two weeks after that.
The Prospect virtual agent supports global employees in nine countries and speaks all of their native languages including Polish, Italian, Spanish, Portuguese, and Japanese. In the first six months, call volume is down 37% vs. 2020. Lisa’s team now spends twice as much time authoring better knowledge content and two-thirds less time answering calls. Lisa was recently promoted and has two open requests for knowledge managers.
Discover five actionable tips used by Lisa to ensure the success of her virtual agent.
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Register for our webinar on September 15, and receive the full research report detailing how hundreds of organizations are improving the employee experience with AI-driven automation.
Achieve service excellence by bringing people, processes, and data together. ServiceNow Continual Improvement Management transforms improvement ideas into reality. Watch this...
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