Accelerating automation

and driving value

Brett Hamilton Peter Doherty

Principal Solution Architect Principal Solution Consultant
ServiceNow ServiceNow
2 Photo by Aditya Siva on Unsplash © 2020 ServiceNow, Inc. All Rights Reserved.
3 Photo by Kevin on Unsplash © 2020 ServiceNow, Inc. All Rights Reserved.
 Business experience

15 minutes to reset Citrix session, 70 calls/day to service desk

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Business experience transformation

Doctor pulls up Virtual Agent

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Business experience transformation

Doctor pulls up Virtual Agent Asks for Citrix session reset

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Business experience transformation

Doctor pulls up Virtual Agent Asks for Citrix session reset Session automatically reset

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Driving automation

L0 – Self-service L1 – Service Desk Internal / External

50%
50% 70% 20%
incidents
self-service first assignment resolution
• knowledge articles 45% 80%
• virtual agent requests

“I have a • automation
5% abandoned
problem” interactions

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Driving automation

L0 – Self-service L1 – Service Desk Internal / External

50%
50% 70% 20%
incidents
self-service first assignment resolution
• knowledge articles 45% 80%
• virtual agent requests

“I have a • automation
5% abandoned
problem” interactions

Work Deflection

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Driving automation

L0 – Self-service L1 – Service Desk Internal / External

50%
50% 70% 20%
incidents
self-service first assignment resolution
• knowledge articles 45% 80%
• virtual agent requests

“I have a • automation
5% abandoned
problem” interactions

Work Deflection Work Deletion

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Photo by MORAN on Unsplash 11
11 Photo by Franck V. on Unsplash © 2020 ServiceNow, Inc. All Rights Reserved.
Our frameworks for artificial intelligence

Natural Language Classification Similarity Clustering

Processing

Improve user-experience by Provide tactical relief for Help frontline workers Help frontline workers plug
enabling end-users to frontline workers by auto- resolve incidents faster by knowledge gaps more
interact with the system populating fields that linking them to similar efficiently and alert service
using natural language are critical tickets or relevant owners to major incidents
knowledge articles as they develop

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The problem

• I need to automate support activities though

unsure where to get most value
• I need to be proactive with customer care
• I need to reduce the average resolution time
and increase NPS
• I want to deliver the best support experience

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The solution
The Clustering Solution is an innovative approach
leveraging ServiceNow capabilities to identify
automation use cases using your own data
• It identifies automation use cases and VA
conversations
• It provides insights that can drive to service
improvement
• It provides recommendations to reduce the
volume of
incidents, requests and cases and the manual
effort
• It produces a business case based on
customer’s data to justify the investment on Pro

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Introducing the Clustering Solution
Accelerate value
Incidents, Requests, Finance Requests, Chats, …

1. Create and train clustering solution

2. Group similar records into clusters
3. Identify patterns
4. Identify automation candidates
5. Calculate potential benefit

% Call Deflection
$ Savings
Productivity
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Getting started

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Download the Clustering Recommendations Utility

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Creating a word corpus

Place screenshot here

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Creating a word corpus

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Selecting your clusters

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Analysing the results

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Recommendations

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Reduce manual effort with automation

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Volume deflection

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Clustering
recommendation

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Summary

Deliver great Simplify and

automate Innovate and
experiences stay ahead
work

✓ Increase user productivity ✓ Deflect / delete through self-service ✓ Optimize processes

✓ Improve user experience ✓ Eliminate/reduce manual effort ✓ Reduce operational costs

16% 62K
Incident deflection Increase in agent More clinician hours for
rate within 2 months 2x productivity patient care per year

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Top takeaways

1 2 3

Leverage machine Don’t just deflect, This will free up

learning to surgically delete work resources and
identify high money to drive
value automation innovation
candidates

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Q&A
Thank you for joining us

Brett Hamilton Peter Doherty

Principal Solution Architect Principal Solution Consultant
ServiceNow ServiceNow

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On-demand webinars
Check out our on-demand webinars at
www.servicenow.com/events/on-demand-webinars.html

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