Your agents have a hard time hopping from their ServiceNow Customer Service workflow to other KBs to find case-resolving knowledge. What if they could do that inside the console infrastructure? A cognitive search engine creates a unified index of all your KBs and retrieves information effortlessly.
The customers leave a trail of data as they browse through your repositories. Here again, the engine collects & analyzes this data to help agents identify the underlying issue, and provides a better search experience to the customer that propels deflection.
How cognitive search offers agents access to incident-resolving knowledge inside ServiceNow infrastructure
How AI-algorithms help tune the most helpful, case resolving information at the top for agents
How deep insights into customer journey enable agents to personalize customer service and boost MTTR