#servicenow consulting in houston

[winklix]

AI and Chatbots in ServiceNow CSM: Elevating Customer Interactions to New Heights

In today's fast-paced digital world, customer expectations are at an all-time high. Customers demand instant, personalized, and seamless interactions across every touchpoint. For businesses leveraging ServiceNow Customer Service Management (CSM), the integration of Artificial Intelligence (AI) and chatbots isn't just an enhancement; it's a fundamental shift towards truly exceptional customer experiences.

Gone are the days of endless wait times and frustrating phone trees. AI and chatbots are revolutionizing how organizations deliver customer service within the ServiceNow ecosystem, making interactions smarter, faster, and more satisfying for everyone involved.

The Power of AI in ServiceNow CSM

AI, at its core, empowers ServiceNow CSM to move beyond reactive problem-solving to proactive engagement and intelligent automation. Here's how:

Predictive Intelligence: ServiceNow's AI leverages machine learning algorithms to analyze historical data, predict customer needs, and even anticipate potential issues before they arise. This enables businesses to offer proactive support, addressing concerns before customers even realize they have them.

Intelligent Routing and Prioritization: Say goodbye to manual ticket triage. AI can automatically categorize, prioritize, and route incoming service requests to the most qualified agent or department. This ensures faster resolution times and frees up agents to focus on more complex issues.

Smarter Knowledge Management: AI transforms static knowledge bases into dynamic, intelligent resources. It can suggest relevant articles and troubleshooting tips to both customers (through self-service portals) and agents in real-time, ensuring consistent and accurate information delivery.

Personalized Experiences: By analyzing customer data, AI helps tailor interactions to individual preferences and past behaviors. This leads to hyper-personalized support, making customers feel valued and understood.

Automated Workflow Optimization: AI identifies patterns in service requests and can automate routine tasks like data entry, form filling, and even entire workflows. This significantly reduces manual effort, improves efficiency, and speeds up resolution.

Chatbots: The Frontline of Enhanced Interactions

Chatbots, powered by AI and natural language processing (NLP), are the most visible manifestation of AI in ServiceNow CSM. They serve as the first point of contact for many customer inquiries, offering a host of benefits:

24/7 Availability: Customers can get instant answers to their questions anytime, anywhere, regardless of business hours or geographical location. This constant availability drastically reduces response times and boosts customer satisfaction.

Instant Resolution for Routine Queries: Chatbots are masters of handling repetitive, structured tasks. From password resets and checking order status to providing FAQs, they can resolve a significant percentage of customer inquiries without human intervention.

Guided Self-Service: Chatbots can guide users step-by-step through processes, troubleshooting, or navigating service requests, empowering customers to find solutions independently.

Seamless Escalation: When a query becomes too complex for a chatbot, it can seamlessly escalate the interaction to a human agent, providing the agent with all the necessary context from the previous conversation.

Consistency and Scalability: Chatbots deliver consistent responses every time, eliminating human error. They can also handle thousands of simultaneous conversations, allowing businesses to scale their customer service operations without proportional increases in staffing.

The Synergy: AI + Chatbots + Human Agents

The true magic happens when AI and chatbots work in harmony with human agents. AI doesn't replace human interaction; it enhances it.

Empowering Human Agents: By offloading routine tasks, AI and chatbots free up human agents to focus on more complex, empathetic, and high-value interactions that require critical thinking and emotional intelligence.

Real-time Agent Assistance: AI can act as an "AI co-pilot" for agents, providing real-time suggestions, relevant knowledge articles, and even auto-generating case summaries based on the ongoing conversation. This significantly reduces agent workload and improves efficiency.

Improved Agent Satisfaction: By reducing mundane tasks and empowering them with better tools, AI contributes to higher job satisfaction for customer service agents, reducing burnout and improving retention.

The Future is Now: What's Next for AI in ServiceNow CSM?

ServiceNow is continuously innovating its AI capabilities within CSM. The focus is on:

Generative AI (Now Assist): This is taking AI to the next level, allowing for the creation of new content and solutions. Generative AI can automatically generate detailed incident and case summaries, provide highly tailored responses, and even assist in creating new knowledge articles.

Autonomous AI Agents: ServiceNow is moving towards "AI Agents" that can not only assist but also act autonomously, resolving issues, making decisions, and interacting with their environments under controlled parameters. This promises even greater automation and efficiency.

Deeper Personalization: As AI models become more sophisticated, customer interactions will become even more tailored, anticipating needs with uncanny accuracy and delivering truly bespoke experiences.

In conclusion, the integration of AI and chatbots into ServiceNow CSM is no longer a luxury but a necessity for businesses aiming to provide superior customer service. By embracing these intelligent technologies, organizations can not only meet but exceed rising customer expectations, fostering stronger relationships and driving business success in the digital age.

[rickhorrow]

10 To Watch : Mayor’s Edition 102819

RICK HORROW’S TOP 10 SPORTS/BIZ/TECH/PHILANTHROPY ISSUES FOR THE WEEK OF OCTOBER 28 : MAYOR’S EDITION

with Jacob Aere

Under Armour and Nike announce CEO shifts on the same day. Last Tuesday, Under Armour announced that founder Kevin Plank was stepping down from his CEO role, just as Nike was letting the world know that Mark Parker, a 40-year Nike veteran, was likewise assuming a different role at the $40 billion company. While Under Armour struggled financially under Plank, Parker oversaw a profitable but controversial period for Nike. In Maryland, Plank will become Under Armour executive chairman and brand chief. The changes come as the company's North American sales are struggling. In Oregon, Parker led Nike through a period of tremendous growth but also saw his leadership challenged by a number of controversies. While Nike earnings are currently ahead of expectations, the company has also been plagued by recent scandals, including a doping accusation that saw Nike shutter its renowned track and field program, and a sexual misconduct and gender discrimination case. Plank will be replaced by COO Patrik Frisk, who will assume the CEO role on January 1. Parker will step down January 13 and be replaced by John Donahoe, CEO of ServiceNow Inc. and chairman of PayPal Holdings.

There’s no shortage of intrigue and excitement surrounding this year’s match up, as the Washington Nationals square off against the Houston Astros in the 115th World Series. As the Series enters its second week with the Astros leading the Nationals 3-2, WalletHub takes a closer look at everything that makes the Series such a special event. For starters, the number 53 marks the combined number of years of the Astros' and Nationals' World Series droughts. While the Astros won the Series in 2017, it's been 51 years since the team formerly known as the Montreal Expos won a championship. Forbes values the two teams at roughly the same number, $1.8 billion, and the two teams have roughly the same team salary allotment, in the $207-$208 million range. The projected ad revenue for FOX for each game beyond the minimum four to win the Series is $45.7 million. And finally, for the eventual winner, the "Commissioner's Trophy" crafted by Tiffany and Company has an estimated physical value of $19,000.

The San Francisco 49ers will include basic food and beverages in the cost of season tickets starting in 2020, marking a major shift in concessions strategy. According to 49ers President Al Guido, the all-inclusive approach will not extend to season tickets resold on the secondary market, or to single-game buyers. The undefeated 49ers have about 60,000 season-ticket holders in a stadium that seats 68,500. In market research, Guido said season-ticket holders “overwhelmingly” reported they are willing to pay more than what the stadium currently makes on each fan to get concessions included. The non-transferability of the food & beverage deal is possible under Ticketmaster’s mobile ticketing system that assigns unique barcodes to every user. Items that will be free include chicken tenders, beef and vegan hot dogs, hot links, nachos, fries, pretzels, popcorn, peanuts candies, water, coffee, and all Pepsi products. The 49ers and concessionaire Levy have reportedly been studying the change since Levy won Levi’s Stadium business in February, 2018. It took more than a year of research to determine whether it could be done without causing prohibitive financial or operational costs. 

The Green Bay Packers and Microsoft raised $25 million for their TitletownTech business innovation fund. The TitletownTech fund reached its goal of $25 million with the addition of a dozen Wisconsin-based investors, according to the Green Bay Press Gazette. The Packers and Microsoft each committed $5 million to the fund, which will invest in high-growth early-stage and existing businesses aligned with industries in northeastern Wisconsin. Other investors in the accelerator program include Boston Bruins alternative governor Jerry Jacobs, Jr. and New York Mets COO Jeff Wilpon, both of whom sit on the TitletownTech advisory board. TitletownTech, a technology and innovation-focused campus in the Packers' Titletown District development near Lambeau Field, includes an innovation lab, a business solutions space called a venture studio, and the venture fund's headquarters. Moving forward, its work will focus on five business silos: sports, media, and entertainment; digital health; agriculture, water, and environment; advanced manufacturing; and supply chain technology. The Packers-Microsoft partnership is just the latest example of how sports franchises are thinking way outside the mixed-use stadium district development box to benefit their communities. 

NFL Players Coalition, Meek Mill, and others host Philadelphia Town Hall event. On Monday, October 28, global music streaming and entertainment platform, TIDAL will be live streaming, for free, the NFL Players Coalition Town Hall Event in Philadelphia. The event, according to a TIDAL release, will feature rapper Meek Mill, co-founder of Players Coalition/NFL Player Malcolm Jenkins, and other influencers discussing what the city of Philadelphia wants in its next police commissioner. Players Coalition aims to make an impact on social justice and racial equality through advocacy, awareness, education, and allocation of resources. TIDAL’s support of key social justice issues has been a pillar of the streaming service’s mission since its inception, and it is committed to amplifying conversations through the platform that will lead to a better future globally. The Philadelphia town hall meeting, and others like it nationally, are testaments to the NFL’s commitment to support social justice issues important to its players, alumni, and fans. Time will tell if the Players Coalition, with the league’s support, will truly be able to influence grassroots issues in the cities in which its games are played. 

Clemson head football coach Dabo Swinney and his $9.3 million annual salary have taken over the top spot in the annual USA Today coaches’ salary database. Rounding out the top five are Nick Saban ($8.9 million), Jim Harbaugh ($7.5 million), Jimbo Fisher ($7.5 million), and Kirby Smart ($6.9 million). Notably, the top 83 coaches included in the list of 130 schools earned more than $1 million annually in salary alone. Also, the average total pay for the 122 FBS coaches for whom USA TODAY Sports could obtain compensation figures is $2.67 million, up 9% compared to last season – the increase is the largest in four years. And, for the first time, there is a league in which all of the coaches are making at least $3 million. That league is the 14-school Southeastern Conference, in which the average total pay is $4.95 million. College football coaches have seen salaries sky rocket in the last 10 years, meanwhile college athlete compensation is set to kick off in California come 2023.

The NBA has confirmed that Salt Lake City will host the 2023 NBA All-Star Game. The 72nd   edition of the mid-season exhibition match, which sees teams selected by a combination of fan, player, and media voting, will be staged at Vivint Smart Home Arena, the home of the Utah Jazz, February 19 2023. The event will mark the 30th anniversary of the only previous time Utah’s capital city hosted the All-Star Game in 1993, when the Vivint Smart Home Arena was known as the Delta Center. The NBA’s 2023 All-Star festivities will kick off February 17 that year, featuring additional programming for fans at venues throughout Salt Lake City. The league also plans to run a full schedule of NBA Cares and Diversity & Inclusion events. “Along with a rich basketball tradition, Salt Lake City has proven to be a world-class destination for large-scale events and sports competitions,” said NBA commissioner Adam Silver. “I want to thank the Miller Family and the Utah Jazz organization for their commitment to hosting our All-Star festivities and to developing a program that will leave a lasting impact on the community.” Added Jazz owner Gail Miller, “The memory of John Stockton and Karl Malone sharing MVP honors 30 years ago remains strong.  We are excited to create new memories for this generation of NBA fans.” Next year’s All-Star Game is being held at Chicago’s United Center before heading to Bankers Life Fieldhouse in Indianapolis in 2021.

National Women’s Soccer League inks an exclusive deal with Octagon for media rights and marketing consulting. According to Sports Video Group, Octagon will provide comprehensive media rights valuation, sales strategy services, and work directly with NWSL executives to secure and amplify new media distribution opportunities. In addition, Octagon’s Marketing division will assist the league with brand marketing, asset development, sponsorship valuation, and fan engagement insights to help generate increases in overall reach and revenue for the league and its teams. Featuring more than 200 of the world’s best professional soccer players, including U.S. Women’s National Team members and two-time World Cup Champions Megan Rapinoe, Carli Lloyd, and Alex Morgan, as well as international stars Marta, Christine Sinclair, and Sam Kerr, the NWSL is highlighted by 23 current FIFA Women’s World Cup Champions and 58 FIFA Women’s World Cup team members. Budwesier has also launched a campaign focused on finding the NWSL new sponsors as more money is being put into women’s soccer across the globe.

The sports world aims to tackle ocean plastic pollution. According to SportTechie, a research expedition embarked from the southwest coast of the U.K., on a two-year mission to sail westward around the world. The crew aboard the S.V. TravelEdge, a 73-foot floating laboratory, will travel 38,000-nautical-miles and cross all five of the world’s major ocean gyres, regions where rotating currents lead to the accumulation of floating plastic waste. The 300 women joining the all-female rotating team will investigate to find solutions to plastic pollution. The “eXXpedition Round The World” is being organized by sailor Emily Penn, who is among a growing group of athletes and people connected to the sports world that is advocating for and taking action to protect the environment. Another goal of Penn’s journey is to create a global network of ambassadors who can advocate to help solve the problem. She has been working with a larger environmental organization called 11th Hour Racing over the last few years to give talks and run workshops for other sailors to learn how they can play a role in tackling plastic pollution. By having athletes tackle environmental problems head on, they can use their social influence to be advocates for policy and lifestyle change.

Seven NFL dads partner with Pampers to install changing tables in their local communities. According to Business Wire, Pampers’ commitment to install 5,000 changing tables across North America by 2021 secured the help of seven hands-on NFL dads today. In honor of October 26’s National Make a Difference Day, Pampers is leading the installation of changing tables in New York, San Francisco, Chicago, Philadelphia, Denver, Detroit and Charlotte so all parents can #LoveTheChange in public places. The seven players include Sterling Shepard of the New York Giants, Tevin Coleman of the San Francisco 49ers, Marvin Jones Jr. of the Detroit Lions, Brian Westbrook of the Philadelphia Eagles, Derek Wolfe of the Denver Broncos, Matt Forte of the Chicago Bears, and Dontari Poe of the Carolina Panthers. The changing tables help to address the changing table inequality for men who care for babies and by using seven NFL dads the topic will gain more limelight.

[recruitersgo]

Immediate Need ServiceNow Developer Consultant in Houston, TX http://bit.ly/2SuzAur

[coast2coastchat]

New Post has been published on Coast 2 Coast Chat

New Post has been published on https://coast2coastchat.com/2019/08/servicenow-service-now-consultant/

ServiceNow | Service Now Consultant

Sierra Infosys Inc. Location : Houston TX US …familiarity with both London and Madrid releases of ServiceNow. Extensive experience in service desk, call center, or other customer – service environments

More >>

[winklix]

Taming the Chaos: Mastering Incident Prioritization and Categorization in ServiceNow

In the fast-paced world of IT service management, a constant stream of incidents can feel like a tidal wave. Without a clear and effective system for prioritization and categorization, your service desk risks being overwhelmed, leading to missed SLAs, frustrated users, and a dip in overall productivity. Fortunately, ServiceNow offers robust capabilities to bring order to this potential chaos.

Implementing best practices for incident prioritization and categorization isn't just about ticking boxes; it's about ensuring the right resources are focused on the right issues at the right time. It's about streamlining workflows, improving communication, and ultimately delivering exceptional service.

So, how can you master this crucial aspect of ServiceNow? Let's explore some key best practices:

1. Define Clear and Concise Categorization:

Think of categorization as the foundation of your incident management process. A well-defined categorization structure helps in:

Accurate Routing: Ensuring incidents reach the correct support groups quickly.

Efficient Reporting: Identifying trends and recurring issues for proactive problem management.

Knowledge Base Population: Creating targeted knowledge articles for faster resolutions.

Best Practices:

Keep it Simple: Avoid overly complex or granular categories. Aim for a hierarchical structure that is intuitive for users and agents. Start broad and then drill down.

User-Centric Language: Use terminology that makes sense to your end-users. This improves the accuracy of self-service submissions.

Regular Review and Refinement: Your IT landscape evolves, and so should your categories. Periodically review and adjust your structure based on incident trends and business changes.

Consistent Application: Ensure agents are consistently and accurately categorizing incidents. Provide training and clear guidelines.

2. Establish a Robust Prioritization Matrix:

Prioritization determines the order in which incidents are addressed. A well-defined matrix ensures that critical issues receive immediate attention while less urgent requests are handled appropriately.

Key Factors to Consider:

Impact: The extent to which the incident affects users, services, or business operations.

Urgency: The time sensitivity of resolving the incident.

Best Practices:

Define Clear Impact and Urgency Levels: Provide specific and measurable criteria for each level (e.g., High Impact: "Business-critical service outage affecting multiple departments").

Utilize a Prioritization Matrix: Create a visual matrix that combines impact and urgency to automatically assign a priority level (e.g., Critical, High, Moderate, Low). ServiceNow's out-of-the-box functionality supports this.

Automate Prioritization: Leverage ServiceNow's business rules and workflows to automatically assign priority based on the defined matrix and the selected categories or services.

Empower Agents with Flexibility (Within Limits): While automation is key, allow experienced agents to adjust priority in specific, well-documented scenarios with appropriate approvals.

Communicate Priority Clearly: Ensure users understand the assigned priority and the implications for resolution time.

3. Leverage ServiceNow's Features:

ServiceNow offers several powerful features that can significantly enhance your incident prioritization and categorization efforts:

Service Catalog: Designing a user-friendly service catalog with pre-defined categories and impact/urgency options can improve the accuracy of initial submissions.

Assignment Rules: Configure assignment rules based on categories to automatically route incidents to the relevant support groups.

Business Rules and Workflows: Automate the prioritization process based on defined criteria.

Reporting and Analytics: Utilize ServiceNow's reporting capabilities to identify trends in incident categories and priorities, allowing for continuous improvement.

Machine Learning (AI Search and Predictive Intelligence): Explore leveraging AI to suggest categories and priorities based on the incident description, potentially improving accuracy and efficiency.

4. Continuous Improvement and Training:

Implementing effective prioritization and categorization is not a one-time project. It requires ongoing monitoring, evaluation, and refinement.

Best Practices:

Regularly Review Incident Data: Analyze trends in incident categories, priorities, and resolution times to identify areas for improvement.

Gather Feedback: Solicit feedback from users and agents on the effectiveness of the categorization and prioritization processes.

Provide Ongoing Training: Ensure all agents are thoroughly trained on the defined categories, priority matrix, and ServiceNow processes. Reinforce best practices regularly.

Document Everything: Maintain clear and up-to-date documentation of your categorization structure, prioritization matrix, and related processes.

Conclusion:

Mastering incident prioritization and categorization in ServiceNow is a journey, not a destination. By implementing these best practices, you can transform your incident management process from a reactive firefighting exercise to a proactive service delivery engine. This will lead to happier users, more efficient IT operations, and a stronger overall business. So, take the time to define, implement, and continuously refine your approach – the benefits will be well worth the effort.

[coast2coastchat]

New Post has been published on Coast 2 Coast Chat

New Post has been published on http://coast2coastchat.com/2019/01/servicenow-certified-csm-technical-consultant/

ServiceNow Certified CSM Technical Consultant

Nelson Frank Location : Houston TX US ServiceNow Certified Customer Service Management Technical Consultant- Remote – ContractYou will be working for an IT consulting firm based out of Arlingtion,

More >>