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Checklist to Activate AI Tools and Features

If you are looking for an AI-based ITSM, or using an outdated service management platform, our checklist of 15 tools and capabilities can help transform your approach to service management. This AI-first approach demonstrates how to shift your view of service and support to improve quality, productivity, and efficiency.

AN ENTERPRISE VIRTUAL AGENT (VA)

The VA handles inbound requests to service desks, and outbound proactive tasks to users originated from agents and back-end automation from BPM tools, ITSM, HR or any application. Automatically aware of any information from its enterprise federated knowledge base, the VA provides answers, summaries, or status of articles and requests (tickets). It can automate services without requiring traditional tickets or a human workflow. It provides in context transfers to live agents, and intelligence to understand, troubleshoot and triage requests. When hand-off to a human agent is required, the VA can create well-formed tickets ensuring they are categorized, prioritized and assigned to the right resolver group (if the VA can’t automate the fulfillment itself).

The VA acts as a digital colleague to staff (the resolvers), allowing a staff member to assign routine tasks to the VA to do things such as take a ticket from resolved to closed state by triggering the VA to contact the user, verify their case is resolved, and whereby the VA automatically closes the ticket (or deals with why it can’t be) and surveys the user.

CONVERSATIONAL SERVICE CATALOG

Catalogs are automatically known to the Virtual Agent. The VA can guide the user to the service they need, capture the information required to trigger the service, and follow up as additional information or clarifications are requiring acting as the “assigned agent” to interact with the user during the fulfillment of the service.

By 2030 the conventional AI market value is expected to reach $33B

~3B customer service hours saved for businesses with AI chat bots annually

83% of businesses feel AI helps them assist more customers

$33B of business owners believe AI improves customer relationships

KNOWLEDGE FEDERATION

Federation constantly pulls knowledge from anywhere within an organization forming a single virtual knowledge base (a true knowledge graph). An enterprise-wide, common knowledge base allows content management from wherever it naturally lives. As source content is updated in place it is continually and automatically reprocessed. Enterprise content is processed with NLP to allow precise answering and summaries across an enterprise’s diverse knowledge bases, applications, websites, and channel sources.

KNOWLEDGE GUIDANCE

Guides users to services and knowledge. Users do not need to know exactly what they need (e.g. exact names, types, keywords etc.) as guiding questions are dynamically generated in real time from content in the knowledge graph that can disambiguate and understand the user’s intent and find the appropriate knowledge or service (service catalog being a source).

PRECISE ANSWERS

GenAI provides precise answers reducing user screen time by presenting only the answer needed.

CONTEXTUAL SUMMARIES

GenAI summarizes documents, meeting minutes, tickets etc. improving user understanding and productivity. Summaries are user specific and content (object) type, status or state of the object (e.g. ticket in process vs resolved has a different summary structure and focus). Summaries are contextual, not generic nor one size fits all.

EXTENDED ANSWERING

Seamlessly extends to GenAI LLM when user inquiries can’t be satisfied from the local model.

73% of shoppers think AI can improve customer experiences

3 in 4 companies that introduce AT see a +10% increase in sales

70% of customer requests can be successfully automated by AI virtual agents

NATURAL LANGUAGE QUERIES (NLQ)

Allows users and staff to make inquiries and ask questions about current operations and requests using natural language. NLQ answers questions and allows data exploration from structured data sources (e.g. SQL tables) via an end-user friendly conversation. A user does not need to know the exact field names or table structures to do ad-hoc inquires (e.g. “show me all the tickets from VIPs that are not assigned”).

ACTIONABLE DOCUMENTS

Allows a document to have an embedded Virtual Agent skill to take action to fill a request inside the document. Typically this occurs after the user has read the content and wants to proceed with the service or services described.

KNOWLEDGE RECOMMENDER

Detects missing information and analyzes the volume of requests for it calculating the ROI of its creation. Then uses GenAI to draft a new artifact, reducing curation effort and boosting the availability and find-ability of knowledge.

CONTENT TRACKING

Actionable dashboard tracks content that is not meeting user expectations enabling continuous improvement of artifacts and retirement of obsolete content.

CONTEXT BROWSING

Allows users to browse content by topical area so they can explore information and learn.

FIELD RECOMMENDER

Uses NLP and machine learning to automatically categorize, prioritize, and assign requests.

SUGGESTION CENTER

Uses machine learning to suggest similar tickets and knowledge articles that may resolve or benefit the ticket creator or resolver as they enter or work a request.

TREND ANALYSIS

Uses NLP and Machine learning to cluster similar tickets together, identify duplicates and create a parent ticket to avoid duplication.

HOW SERVICEAIDE CAN HELP

ChangeGear Digital Service Management solutions are available for ITSM as well as enterprise service management. These packages include the products and capabilities indicated above. The benefits of AI impact the digital experience both for the employee as well as the analyst. With the goal of speeding response times, automating manual tasks and business processes. It allows people to focus on what’s important.

To get started, visit serviceaide.com/contact to speak with a solutions expert.

Beyond productivity potential, GenAI offers a unique opportunity to improve customer value and retention through higher satisfaction and other KPIs, like time to first response and resolution rate.

Source: McKinsey 2024

ABOUT SERVICEAIDE

Serviceaide is a leader in modern service management. Serviceaide’s vision is to transform service management, across ITSM, ESM, and Customer Service. Serving customers around the world, Serviceaide applies breakthroughs in artificial intelligence, machine learning, and natural language processing to deliver better experiences, provide enhanced self-service and empower service owners. Serviceaide transforms service through digital labor conversations, automation, and knowledge.

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