Leading global consulting giants, solopreneurs, small businesses.

Organization needed an assistant which could create, report(diagnostics), update records, technically guide and resolve issues for employees and end users. Customers requires quick response time and easy transactions.

Using ServiceNow® Virtual Agent, we implemented a chatbot which is always on deck to enhance customer services, support the end user to create, report and resolve issues without involving actual support agents which reduces response/wait time and operational cost. The chatbot can handle multiple chats, hence increasing productivity and enhance user’s support experience.

Installed the ServiceNow® ITSM Pro packages and the necessary plugins, configured Out-Of-Box topics and Knowledge articles for user reference, and set up pre-built conversations. Customized topics according to client requirements and ensured the chatbot interface aligned with the company’s branding standards. Added a Password Reset widget with reminders and implemented a simple thumbs-up/thumbs-down survey to gauge user experience.