The Now Platform includes new AI and analytics technologies aimed at making people's jobs easier. Customer intelligence now improves IT and employee operations, allowing every department in your business to operate smarter and quicker. Using Performance Analytics, virtual agents, and machine learning, you can improve processes and boost productivity. The Analytics, Intelligence, and Reporting tools assist in providing a wide range of data to a diverse range of consumers. Artificial intelligence (AI) and analytics have revolutionized the way organizations conceive and function. This combination has changed the way companies analyze data, extract valuable insights, explore new business possibilities, and make informed business decisions. The Now Intelligence platform combines AI and analytics to automate staff operations and help organizations make more informed decisions. These tools connect the machine and human intelligence to produce better decisions, resolve issues, discover solutions and automate tasks. ServiceNow's Now Intelligence delivers improved work experiences based on insights that expedite business decisions and unlock new levels of productivity throughout the company. Highlights include:
The ServiceNow Intelligence products can help you to reduce costs and improve productivity through process enhancement, self-service, and automation. Service owners can easily deploy and enhance AI capabilities, giving service delivery teams more insight into real-time patterns and trends. You can utilize this data to gain better, quicker decisions without having to know anything about data science.
Automation Discovery finds opportunities in your data that ServiceNow solutions such as Virtual Agent and Predictive Intelligence can automate. The tool assists you in identifying candidates for automation that can help reduce incident response times and contribute to deflections.
Businesses can use performance analytics to define, measure, and assess progress toward their objectives. The products assist you in improving performance and speeding up continuous service improvement by allowing you to:
A spotlight draws attention to records that you might otherwise ignore because you're simply looking at one aspect of it. When triaging events or conducting lead scoring, you may create weighted criteria to find and rank records that deserve attention. Instead of a single field value like a priority, you can rank records based on many factors. While most companies respond quickly to high-priority issues, lower-priority items could go unattended for a lengthy period. Spotlight assists you in focusing on topics that are relevant to your business.
Using a virtual agent to manage common requests and tasks allows your users to receive rapid assistance at any time of day or night. Providing your virtual agent through channels that your users are acquainted with, such as third-party messaging apps, to provide them a simple method to reach you. By applying and retaining user information during the conversation, a virtual assistant may provide tailored client experiences.
Natural Language Understanding (NLU) is a service that allows the system to understand and respond to human-expressed intent by providing an NLU model builder and an NLU inference service. You may assist the system in evaluating word meanings and situations so it can infer user or system behaviors by providing natural language examples.
Machine learning is used in predictive intelligence to reduce triage and classification time, resulting in greater customer satisfaction. To bring service owners and agents to quicker resolutions, pinpoint issues, and offer actionable information.
While Now Intelligence can change enterprises in a range of methods, the benefits can be categorized as follows:
People are irritated when they have to do repeated processes, wait for issue resolution, or explore for information from massive, fragmented corporate systems, whether they are customers or workers. For enhanced user experiences, ServiceNow's Now Intelligence platform delivers the correct information fast and automates workflows. Natural Language Understanding (NLU) is used by the ServiceNow platform to comprehend user needs, categorize, discover, and present information via charts, reports, dashboards, and other means. The NLU engine offers intelligent recommendations to speed up and improve the search process. ServiceNow Intelligence provides predictive intelligence to organizations to enable them to automate workflows using machine learning models to prevent repeating activities and assure a faster resolution.
Businesses can use the Now Intelligence platform to develop customized machine learning models that meet customer needs. Businesses can automate workflows using insights gained from machine learning models. Businesses can anticipate user concerns and give answers by attaining intelligent automation. For example, IT or customer support queries can be entirely automated. The automated actions include classifying, recommending self-service solutions, raising service tickets, forwarding the ticket to the appropriate team, and informing the user on status. It allows the support teams to easily handle a large number of inquiries while giving faster resolutions.
Now Intelligence solutions include integrated analytics to help business executives make better decisions. Users may set KPIs and map out the outcomes using ServiceNow intelligence. Performance Analytics dashboards can be used to evaluate performance and track trends. Processes can be reformed using this data to ensure that efforts are properly aligned with company objectives and that continual improvement is achieved.
ServiceNow intelligence platform begins with powerful AI abilities such as performance analytics, predictive intelligence, NLP, machine learning, and many more. Even though these capabilities offer intelligent insights, these tools are only as good as the data they are given. Incorrect data will result in incorrect results. To achieve better results, companies should evaluate if their data is biased, provide trustworthy data, and assure data integrity before using any Now Intelligence solutions.
Business objectives are different from each other, so the key performance indicators (KPIs) also diversify. Businesses should use Performance Analytics to analyze their existing service performance and KPIs once data integrity has been established. Now Intelligence systems will utilize these KPIs to assess effectiveness, so be sure you know exactly what you want to track.
Define areas where you want to improve and set clear objectives with Now Intelligence. Define KPIs to monitor and assess performance based on the objectives to be met. Make a list of the areas you want to transform using Now Intelligence and prioritize them. Businesses may obtain the most benefits in the shortest amount of time this way.
Apply self-service and relevant automation solutions based on the above priority list. Here are a few examples:
The deployment of Now Intelligence is only the first step towards implementing an automation solution. Monitor the performance of your business processes with the ServiceNow Performance Analytics module and make any necessary adjustments. Businesses can assure continual development and that the solution is moving in the right direction by doing so.
Every beautiful relationship starts with a simple hello. So let’s chat. It might just be the start of something memorable.
