virtual support

ServiceNow application spotlight: Virtual Agent

We understand that recent events might have your team looking for new processes or applications that will benefit your working from home environment. If you are a ServiceNow user, you know the platform offers an endless number of solutions that are dedicated to making your day to day more efficient.

Working from home sometimes isn’t the easiest environment to feel productive in, but according to ServiceNow your IT productivity will improve by 20% or more with structured machine learning to automate routine tasks.

Virtual agent is an automated chatbot that delivers direct solutions to common, repetitive IT service tasks and requests through self-service responses. A big benefit of virtual agent to employees is that this will give clients the consistent 24/7 self-service they need without having to walk away from more important responsibilities. This will also produce greater scalability for the software and give room for smarter resource spending.

The virtual agent can also generate in-context conversation and direct users to resources like ServiceNow service catalogs, Knowledge Base items and IT incidents.

If you have a broken computer screen, simply visit the ServiceNow Service page and you’ll immediately be greeted by a pop-up chat box. Here, the user can state they have a broken screen and the artificial intelligence behind the chatbot will instantly know what to do and can direct you to the quickest resolution. This is much better than typing into a search bar only to be presented with an abundance of FAQ’s and support forums.

virtual support

At Pathways, our team not only helps implement ServiceNow software to help your day-to-day, but we are also long-time users as well. Curious about adopting the virtual agent into your instance but unsure how to move forward? We can help you. For more information, click here to schedule a demo.