The client’s existing ticketing process was traditional – it required users to go to their ServiceNow portal and manually raise a ticket for service issues, which was time-consuming. The client wanted to simplify their ticketing process and make it efficient for users. They were looking for a vendor who is well aware of application integration and automation of workflows.
Our ServiceNow experts assessed the client’s ticketing system built using ServiceNow and presented a proof of concept, which was well-received by the client. As the next step, we integrated ServiceNow Virtual Agent with the chat application they were using – Microsoft Teams.
Furthermore, we powered the virtual agent chatbot with the “Dynamic Translation” capability to enable real-time multilingual support for the users. This solved language constraints and allowed users to interact with the virtual agent bot seamlessly in their preferred language.
Additionally, our ServiceNow team added a few virtual agent categories–IT orders, my approval, report an incident, service desk contact, submit a request, and modified a few –across the client’s other ServiceNow solutions like HR Service Delivery, and so on.