ServiceNow Series E34: Bit Rambusch, VP Online Support & Knowledge Management at Dell Technologies
The Alldus Podcast - AI in Action
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Custom Service Automation
We talked just a little bit earlier about what we're doing on the virtual agent side. So we've automated a lot of those tasks. It has made our agents much more efficient, and we've been able to pass information to the agent if they actually have to talk to somebody. And all that information is now prepopulated for so customers don't have to repeat themselves. That's probably one hmost irritating things from a customer a experience point of view. Another one that we're actively working on is capabilities that we would call a next best action. Think of it mainly like a decision tree. We're automating those things to help, whether its customers do self service or trouble shooting
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