AI Powered Knowledge Creation for ServiceNow Support
Jun 5, 2024
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Onshore Outsourcing is using AI to power the creation of knowledge articles in ServiceNow based on ticket information. By using ticket information to find common fixes for common issues, we can use natural language generation to draft knowledge articles based on that information.
How Does AI Generate Helpful Knowledge?
The AI-powered feature utilizes ticket information to find common fixes for common issues and draft a knowledge article based on the ticket information. Here’s how it works:
Data collection:?The AI algorithm collects data from the tickets to identify patterns and common issues.
Content creation:?Based on the identified patterns, the AI algorithm drafts a knowledge article that provides a solution to the issue.
Review:?The draft article is then reviewed by a human who checks for accuracy and ensures that the article is well-written and easy to understand.
Publication:?Once approved, the article is published in the knowledge base, making it available for use by agents and customers.
The Benefits of AI Powered Knowledge Creation/Update
By leveraging AI-powered knowledge creation and updates, companies can:
Improve First Contact Resolution:?Faster knowledge updates mean faster resolution times, leading to higher customer satisfaction.
Lower Costs:?Fewer tickets and faster resolution times lead to lower costs and more efficient use of resources.
Enhance Agent Productivity:?Agents can spend less time researching solutions and more time resolving issues.
Onshore Outsourcing: Your Partner in Achieving Your Goals
At Onshore Outsourcing, we understand the challenges that businesses face in providing top-quality support while keeping costs under control. Our AI-powered knowledge creation and updates feature is just one of the many ways in which we help our clients achieve their goals. Whether you’re looking to improve customer satisfaction, enhance agent productivity, or reduce costs, our team is here to help.
Case Study:
A major client in the transportation industry was struggling to keep up with the volume of support tickets they were receiving. They were spending a lot of time researching solutions to common problems, and their agents were becoming frustrated.
The client decided to implement Onshore Outsourcing’s AI-powered knowledge creation and updates feature. Within a few months, they saw a significant improvement in their First Contact Resolution rate. They were also able to reduce the number of support tickets they were receiving, which saved them time and money.
Testimonial:
“We were really struggling to keep up with the volume of support tickets we were receiving,” said John S., IT Vice President. “But after we implemented Onshore Outsourcing’s AI-powered knowledge creation and updates feature, we saw a dramatic improvement in our First Contact Resolution rate. We were also able to reduce the number of support tickets we were receiving, which saved us time and money.” If you’re looking for a way to improve your support processes, then you should consider implementing Onshore Outsourcing’s AI-powered knowledge creation and updates feature. It’s a powerful tool that can help you to improve customer satisfaction, enhance agent productivity, and reduce costs.
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Final Thoughts
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Here’s what to look for:
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Final Thoughts
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