1
1.1.0
Yokohama Patch 1, Xanadu Patch 7, Xanadu Patch 3
Comprehensive and accurate information is critical to handling customer enquiries. Information provided by customers can often be incomplete or missing important details that would require your organisation to spend time reaching out to contact customers to request further detail, increasing resolution times and decreasing productivity.
The Customer Experience Assistant:
- AI Review skill allows organisations to quickly implement an AI assistant that reviews customer forms in the Customer Service Management portal before customers submit. The AI will analyse the information provided by a customer and suggest where they can improve the detail provided.
- AI Conversations: Agentic AI (or standard AI) can be used to help customers self-help and provide the information your business needs:
- Fix issues - get diagnostic support
- Get help - answer queries
- Obtain information - guide a user to provide further detail
Customer Experience Assistant can review any form it is enabled on, with any number of fields and provide relevant suggestions to the customer. You can configure which conversations are offered for each catalogue item.
- Easy to implement: to add Customer Experience Assistant to a catalog item and configure which post submission conersations should be offered
- Simple User Experience: Suggestions appear on the form so customers can easily make edits to information they have provided
- Tailored and relevant without additional work: the AI suggestions are tailored to the catalog item it's added to and the customer's response.
- Privacy in mind: exclude fields containing Personally Identifiable Information through simple configuration for each catalogue item
- Agentic AI: uses the latest ServiceNow AI in conversations
v1.1
Updated prompts for improved accuracy
Added catalogue configuration table to allow an administrator to offer conversations to users after their form is submitted
Added VA Skill conversations for: Get Help, Fix Issue, Obtain Information
Added Agentic AI version of the conversation for Fix Issue
1. Now Assist for CSM
2. Now Assist AI Agents