In today's digital era, where everything moves at lightning speed, businesses are constantly striving to deliver speedy and personalised customer service to remain competitive. That’s where ServiceNow’s Virtual Agent comes in, transforming the way businesses handle customer care. In the following article, we will dig into Virtual Agent's capabilities, reveal the potential benefits it brings, and even share some nifty best practices we’ve observed through real-life use cases. Get ready to be amazed!  

Understanding ServiceNow Virtual Agent: What Are The Possibilities? 

Proactive Customer Support Solution 

ServiceNow’s Virtual Agent serves as customers’ very own AI-powered assistant, available 24/7. Its conversational interface gives users immediate and specific assistance, leveraging natural language understanding and machine learning.  

Whenever a customer initiates a conversation, Virtual Agent will quickly interpret their queries and deliver suitable real-time responses, minimising wait times and taking customer experience to new heights.   

Personalised Assistance and Resolution 

Virtual Agent goes beyond giving generic responses, offering customers personalised assistance. It gathers information by asking relevant questions and collecting useful details throughout the conversation, enhancing its understanding of the query context and enabling the delivery of tailored responses.  

It can provide various types of answers, including step-by-step guidance, troubleshooting tips, and access to existing resources, enabling customers to independently resolve their issues without the need for live agent intervention. This personalised touch not only enhances customer satisfaction but also lightens the workload for human support agents, freeing them up to tackle more complex inquiries. 

Seamless Integration for Omnichannel Support 

ServiceNow’s Virtual Agent seamlessly blends into various communication channels, such as webchat, messaging apps, and email, offering organisations the power of omnichannel customer support.  

This means customers can reach out through their preferred platforms and enjoy high-quality customer care without interruptions. No matter where they connect, Virtual Agent will be there, ready to assist and provide a seamless experience. 

Advanced Analytics and Insights 

Virtual Agent doesn’t just handle customer interactions, it also captures valuable data in those interactions for analysis purposes. By examining customer conversations and query details, it generates insights into customer preferences, frequently asked questions, and pain points. These give organisations visibility into service delivery trends and opportunities to proactively address common customer concerns e.g. extending the knowledge base. 

Best Practices for Implementing ServiceNow Virtual Agent 

When it comes to implementing ServiceNow Virtual Agent, here are a few things to keep in mind. 

• Understand and Address Customer Support Requirements 

Start by thoroughly assessing your existing customer support requirements. Identify the most common and critical customer queries that are within the capacity of Virtual Agent. You can then design and configure your Virtual Agent to provide targeted and effective assistance in those areas. 

• Keep your Knowledge Base Up-to-date 

To ensure Virtual Agent delivers accurate and helpful responses, regularly update its knowledge base with the latest and correct data. This involves adding new information about your organisation’s services or products, refining existing content, and incorporating the latest industry trends and developments. By investing time in maintaining an updated knowledge base, you are enabling Virtual Agent to give timely and accurate support. 

• Monitor Customer Interactions and Seek Feedback 

Keep a close eye on customer interactions with Virtual Agent and actively seek feedback, including gauging levels of engagement and pinpointing areas for improvement. You can refine your Virtual Agent and address any shortcomings by feeding the valuable insights you have obtained back into the system.  

Conclusion 

The emergence of Virtual Agent has revolutionised customer service management, offering proactive, personalised, and seamless support across multiple communication channels. Organisations are empowered to deliver exceptional experiences that foster customer loyalty and ultimately drive business growth.  

If you’re interested in exploring how the functionality can be tailored to your organisation’s unique business needs, don’t hesitate to contact us. We’re here to discuss and guide you on your journey towards exceptional customer care.