Case Study

SNapSolve + ServiceNow Virtual Agent

Boosting First-Call Resolution & Ticket Accuracy with AI-Driven Visual Incident Processing

SNapSolve + ServiceNow Virtual Agent

A leading enterprise leverages SNapSolve, KANINI’s AI-powered visual incident processing solution built on the ServiceNow Virtual Agent, to reduce ticket resolution time from 20 minutes to just 20 seconds, improving ticket accuracy and first-call resolution. 

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Business Challenge

The organization’s service desk faced significant inefficiencies due to traditional ticket creation workflows. Employees often struggled to clearly describe technical issues, which resulted in incomplete or ambiguous tickets.

Key challenges included:

  • Users describing complex issues in plain text, leading to incomplete incident details. 
  • Lack of contextual information in many tickets. 
  • Incorrect assignment groups due to unclear problem descriptions. 
  • Language barriers slowing down support interactions. 
  • Excessive time spent by agents identifying issues and gathering missing information. 

These challenges caused delays in resolution, increased ticket re-routing, and reduced first-call resolution rates. 

Solution Offered

To address these challenges, our team implemented SNapSolve, an AI-powered visual incident processing capability integrated with ServiceNow Virtual Agent. 

This solution allows users to simply upload screenshots or images of errors when raising service requests. AI-powered analysis instantly interprets the issue and automatically generates structured incident data.

SNapSolve enables: 

  • Image-based incident capture allowing users to upload screenshots directly via Virtual Agent.
  • AI-driven image analysis to detect errors, context, and issue type.
  • Automatic knowledge base search to suggest relevant self-help articles for instant resolution.
  • Automated ticket creation with enriched incident details, including error context.
  • Severity classification based on application priority in the support matrix.
  • Accurate assignment group mapping for first-time correct routing.

SNapSolve can be leveraged across multiple ServiceNow modules, including:

ITSM, ITOM, HRSD, Field Service Management, and Facilities Management.

Value Delivered
  • Increased Operational Efficiency
  • Accelerated Incident Logging
  • Improved First-Call Resolution
  • Enhanced Ticket Accuracy

With SNapSolve, ticket creation time reduced from 20 minutes to 20 seconds, drastically improving service desk efficiency.

Time Saved per Ticket:19 minutes 40 seconds

At 100 tickets: 33 hours of service desk effort saved.

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Say goodbye to your service desk challenges with SNapSolve. Optimize experiences and efficiency.

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Discover the analysis results and our recommendations that helped the healthcare organization maximize its ServiceNow ROI.

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Discover the analysis results and our recommendations that helped the healthcare organization maximize its ServiceNow ROI.

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