– Our IP built on ServiceNow Predictive Intelligence
Benefits of Using ServiceNow AI/ML Platform
Agent Intelligence classification framework
First Time Right
- Analyze the existing incident and service request tickets, correct the resolution code, assignment group etc.
- Use the corrected data to train the AI/ML system
- Minimize “Ticket Hop”, improve MTTR, increase CSAT by 30%
– Our IP built on ServiceNow Virtual Agent
- Developed 120 scripts / scenarios on Virtual Agent covering most of the common issues handled by Service Desk
- Reduction of Service Desk calls by 25%
- Service Desk effort reduction by utilizing time only on valid issues.
– Our IP built on Event management to improve event correlation
- Adaptive thresholds to minimize threshold-based false alerts and incidents
- Classified assets based on region (prod, DMZ, test, dev., etc.) for event correlation and ticket avoidance
- Standardized manual mapping on event management
– Predictive Intelligence for Change Management
- Change tickets trained with CI on incident and changes
- CMDB compared at regular intervals and compared with Change ticket to identify unapproved changes
Categorization, routing, and prioritization:
Reduce manual work and errors with supervised machine learning solutions that use your own historical data to automatically classify tasks, incidents, and cases at scale.