ServiceNow has just announced its latest generative AI solution, Now Assist for Virtual Agent, which aims to revolutionize self-service by offering intelligent and relevant conversational experiences. This new capability expands on ServiceNow’s strategy of integrating generative AI capabilities into its Now Platform, which helps customers streamline digital workflows and optimize productivity.
Now Assist for Virtual Agent utilizes generative AI to deliver direct and contextually accurate responses to user inquiries. Integrated with the Now Platform, it enables users to swiftly access relevant information and connect with digital workflows tailored to their needs. Now Assist provides user assistance with internal code snippets, product images or videos, document links, and summaries of knowledge base articles.
According to the company, this self-service capability will help users obtain quick and accurate solutions, even when they need guidance on whom to approach or where to begin. The company believes that by enhancing self-solve rates and accelerating issue resolution, the feature significantly boosts productivity.
“One of the key goals of our new offering is to unlock additional productivity without added complexity by providing direct, relevant conversational responses,” said Jeremy Barnes, VP for platform product AI at ServiceNow, in an interview with NeuralNation. “By connecting exchanges to automated workflows, customers can get the information they need within the context of their organization.”
Today, ServiceNow has officially launched Now Assist for Virtual Agent, an AI powered virtual agent that will provide organizations with a transformative approach to self-service support. This cutting-edge solution offers a much-needed bridge between customer support and automation, enabling organizations to resolve customer issues quickly and cost effectively.The time saved by artificial intelligence-powered assistance can be used to reallocate resources to focus on more complex customer inquiries. With the Now Assist Virtual Agent, customer service agents can better prioritize user requests and provide quicker, more intelligent solutions. Additionally, customers can be better served by finding answers to their most frequently asked questions using natural language processing (NLP) and automated support.
The Now Assist Virtual Agent helps agents deliver the very best customer experience in a more efficient and consistent manner. It leverages a deep repository of knowledge, allowing agents to quickly and accurately answer customer inquiries. It also allows them to stay within the designated customer journey, reducing the need to manually “learn” new customer information.
ServiceNow is building out the Now Assist for Virtual Agent platform with features like Skill-sets, allowing customers to get the most out of their support team. Skill-sets eliminate navigating between multiple knowledge bases, freeing up agents to focus on more complex customer inquiries.
AI-powered customer support is here to stay and ServiceNow recognizes this. With the launch of their Now Assist for Virtual Agent product, ServiceNow is leading a new era of customer service. By leveraging AI, Now Assist for Virtual Agent will enable customers to receive quicker, more efficient answers to their questions, creating a more memorable and positive customer experience.
