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Business challenge.
Customer service is the backbone of the customer experience. Yet agents must juggle an average of five different applications to address customer concerns, leading to sluggish turnaround times, inconsistent case resolutions, and ultimately, dissatisfied customers.
In a typical ticket triage process, agents are found spending nearly 70% of their time just gathering information from disparate systems. This not only hampers productivity but also prolongs the resolution time, pushing the average handle time to 24 hours or more.
The automation + generative AI solution.
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Launch Automation Co-Pilot: Agent launches Automation Co-Pilot embedded within their primary application, such as ServiceNow, to orchestrate a series of actions to understand, process, and categorize tickets. It retrieves data across systems, reducing the need for agents to log into multiple applications.
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Agent review and approval: With all information collated, the agent can review case details directly in ServiceNow and approve the categorized ticket for further action.
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Case resolution and customer communication: Automation Co-Pilot updates data across systems ensuring data consistency and generative AI drafts an update to the customer on the resolution of their ticket. The agent reviews the draft, personalizes the message, and sends it to the customer.
Break the AHT barrier: Supercharge agent productivity with automation and generative AI.
<5 min
turnaround time for L1 tickets
99.6%
reduction from standard AHT of 24 hours
1
app with embedded automation for instant agent response
Deliver faster, better service with embedded automation and generative AI.
Speed L1 ticket turnaround from 24 hours to less than five minutes.
Support agent initiates AI-powered ticket processing via Automation Co-Pilot embedded in ServiceNow.
Generative AI translates support request languages.
Generative AI parses texts and hands them off to automation.
Automation Co-Pilot sorts inquiries in ServiceNow for agent review.
Agent makes decisions via Automation Co-Pilot embedded in ServiceNow.
Automation updates data across systems.
Generative AI drafts custom emails for agent's review.
Agent personalizes the email before sending it to the customer.
Automation
Human interaction
Generative AI
Automation Co-Pilot
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