The value of GenAI in service management 

In an era where information is becoming increasingly accessible and available, harnessing the power of Generative AI (GenAI) for ServiceNow service management is not just an option—it’s a necessity. 

GenAI has the power to transform how organizations approach service delivery and enhance employee experience. Think beyond just streamlining processes; imagine a supercharged Service Desk where ServiceNow and AI do the heavy lifting. Customers get quick fixes and employees quickly solve any problems – no matter how tricky the case gets. That’s the magic of GenAI in action! 

Elevating the essence of service management

Imagine you need to help a customer charge their electric vehicle while traveling abroad. 

Instead of receiving frustrating responses from service desk agents, GenAI could: 

• Analyze the customer’s profile and history in real-time 

• Provide immediate, relevant suggestions (e.g., downloading a specific app for charging) 

• Resolve issues faster and enhance the overall customer experience 

When a customer seeks a service, they expect an experience that is not just satisfactory but delightful. For ServiceNow service management, GenAI is a game changer! It can infuse human-like interactions into digital channels. 

It has the potential to elevate service experiences to a level that feels personal and attentive. By leveraging sophisticated algorithms and vast datasets, it provides instant, accurate responses that cater to individual customer needs. 

Empower your employees

GenAI in service management can significantly increase satisfaction levels for both customers and service agents. Many agents feel overwhelmed when they can’t provide solutions, leading to dissatisfaction on both ends. With GenAI, agents gain access to: 

By implementing GenAI in ServiceNow service management, agents gain access to: 

• Instant Information: Quickly find answers and resources which would normally take a long time. 

• Automated Case Summarization: Generate concise summaries of customer issues. 

• Contextual Insights: Understand customer backgrounds and preferences to provide a tailored experience for every user.  

This empowerment transforms agents from mere troubleshooters to knowledgeable service providers who can genuinely assist customers. 

From Shift Left and Shift Down to SHIFT UP

“Shift left” has long been the go-to strategy—moving tasks from experts to digital channels and automating where possible. It focused on reducing human involvement to increase efficiency.  

However, the Shift Left, Shift Down approach often fell short due to limitations such as a narrow service catalog, lack of automation, and inefficiencies in knowledge management. 

Now, with Generative AI (GenAI), we’re entering a new phase: “shift up.” This means moving tasks from experts to non-experts. Imagine a service desk where a generalist can handle inquiries that once required an expert’s touch.  

Shift-up isn’t just faster, it’s smarter. By empowering non-experts with GenAI, companies can speed up tasks and improve service, transforming the way teams work together. 

Reduce service management costs with GenAI

Using GenAI for service management leads to significant cost savings. Resolving service requests at the first line of support dramatically lowers costs compared to escalating issues to higher levels of expertise.  
 
For instance, according to GenAI such as Copilot and ChatGPT, addressing a request at the first level might cost around $22, while the second line could soar to $104, and the third line could reach as much as $200.

By using ServiceNow GenAI to shift support responsibilities from specialized experts to capable generalists, companies can: 

• Streamline Processes: Eliminate unnecessary escalations. 

• Reduce Operational Costs: Lower overall service expenses. 

• Improve Efficiency: Enhance the speed and quality of service delivery. 

Enhancing Employee Productivity

Beyond cost-saving, GenAI in service management boosts employee productivity by automating mundane tasks and providing relevant contextual insights. This allows service agents to focus on more meaningful work and customer interactions. Resulting in: 

• Reduced Average Time Per Ticket: Agents are no longer bogged down by repetitive manual processes and have faster access to the right information, improving the speed of ticket resolution. 

• Higher First Contact Resolution (FCR): With better tools and contextual insights, agents can resolve more incidents on the first contact, reducing escalation rates and improving overall satisfaction. 

Happier employees & customers

Integrating GenAI in service management creates a win-win situation. Customers receive timely, effective service, while employees feel empowered and fulfilled in their roles.  

When customers experience quick resolutions and personalized service, they’re more likely to remain loyal to the brand.  

As employees gain the tools they need to succeed, their motivation and satisfaction increases, contributing to a more positive work environment and better service outcomes. 

• Empowerment: Both customers and employees benefit from enhanced service experiences.

• Cost Savings: Shift support from expensive experts to generalists, reducing costs significantly.  

• Proactive Solutions: Identify and resolve issues before they escalate, improving overall satisfaction. 

From streamlining processes to empowering teams, GenAI is set to revolutionize ServiceNow Service Management.