As a part of their digital transformation plans, ServiceNow has decided to launch a new chatbot. Reportedly, Virtual Agent, as the chatbot is called, will be able to resolve 15% to 20% of incoming service requests.
The new chatbot will complete work generated from conversations. Both employees and the customers will be able to take advantage of it. For example, by using it, you will be able to directly reset your password, as well as place an order.
ServiceNow have decided to implement it directly into their platform. The main idea is to be able to deploy it during peak hours to alleviate some of the workload.
The company estimates that the chatbot will be able to replace some routine operations. Specifically, this should be about 15% to 20% of the workload a human would normally be required to take care of.
Virtual Agent is a practical demonstration how automation and AI, as technologies, are becoming much more conversational. Another practical example is Duplex, a system that makes it possible for Google Assistant to make calls without the need of human intervention.
The company plans to use Virtual Agent in its IT, HR, and customer service platforms as well, which means other departments will also be able to take advantage of this new way of automating things.
In related news, Amazon Web Services has launched a connector for ServiceNow. You can get it from the ServiceNow store, and it allows for making provisioning requests and launching AWS services straight from ServiceNow’s IT service management platform.