Agent Intelligence is currently available on the Now Platform
CIOs are finally cutting through the
machine-learning hype. According to “ The Global
CIO Point of View ,” issued today, nearly 9 out of 10 CIOs
already use machine-learning technology or have plans to adopt it.
Investments will double in the next three years as leading
organizations turn to advancements in machine learning to drive
faster, more accurate decisions that fuel digital transformation.
A shortage of talent has hindered adoption. Designing and
rolling out practical applications of machine learning has required
highly trained data scientists.
Recent analysis shows that the demand for data scientists far
outstrips the supply. In fact, only 27% of CIOs have hired enough
talent to support their machine learning plans.
is introducing a breakthrough approach to make machine learning more
accessible to organizations –one that does not rely on an army of
data scientists. We have infused machine-learning capabilities
directly into the Now ® Platform, making it accessible
to all our applications.
Agent Intelligence, our
first machine-learning solution, will be available in the next
will automate the categorization, prioritization, and assignment of
work to reduce resolution times, minimize human error, and improve
Agent Intelligence will initially be
applied to improving the quality of IT and
customer-service processes . Most companies
have an IT service desk as well as a customer-support center. These
functions ensure that customers and employees receive help in a
timely manner—whether it is a request for a new computer, a password
reset, or the status of a repair. Manually triaging thousands of
incidents or cases, categorizing tasks, and routing work can consume
people resources, introduce human error, and slow resolution.
In fact, a new
report from Accenture found that
front-line customer support functions spend up to 12% of their time
categorizing, prioritizing, and assigning tickets. And 43% of IT
service desk respondents are weighed down by having to choose from
100+ assignment groups—with nearly a quarter needing to choose from
300+ assignment groups.
Agent Intelligence for IT
Service Management and Agent Intelligence for Customer Service
Management were designed to address these very challenges.
Specifically, these solutions:
Categorize and Prioritize Work Faster – Agent
Intelligence machine-learning capabilities accurately categorize
requests nearly instantly. This eliminates the bottleneck created
by agents having to manually triage, categorize, and route
requests (incidents/ cases). A requester no longer has to scroll
through multiple lists and rely on organizational knowledge or
guesswork to choose the right category or assignment group.
- Decrease Time to Resolution and Error Rates –
Automatic routing means tasks and incidents get the
attention they deserve from the right individual, increasing
overall customer satisfaction. Agent Intelligence quickly
classifies and routes requests with fewer errors, increasing agent
Customers that piloted
Agent Intelligence have reported
impressive results . The pilot program revealed that, on
average, customers can expect to save 8% of their service desk’s
time through improved categorization, prioritization, and assignment
The feedback from the pilot program has been
“Of the incidents categorized by
ServiceNow Agent Intelligence, we can expect a 97% to 99%
incident-assignment accuracy.” -Senior IT manager at a major
“Our aim is to reduce the number of low-value
tasks and focus our service-desk agents on higher value tasks in IT
that drive value for the business, as opposed to logging tickets.”
-Customer support technology and operations manager at a
multi-national energy company
Now on Now program also put Agent Intelligence through its
paces. The customer service team handles more than 13,000 incidents
a month. In our tests, Agent Intelligence has been 95% as accurate
as humans are in categorizing the incidents. Thus, the team has
saved more than 315 hours in just two months from productivity
improvements and has seen a rise in customer satisfaction.
Agent Intelligence is a great example of the practical application
of machine learning to getting everyday work done faster and
smarter, without having to depend on scarcely available, highly
skilled data scientists.
Learn more about Agent