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15 October 2024
IT Consulting Can Boost
15 October 2024
Migrating to ServiceNow Virtual Agent for a Leading Retailer
A renowned U.S.-based retail company, focused on delivering exceptional customer experiences, partnered with Ripton Solutions to migrate from their in-house chatbot to ServiceNow’s Virtual Agent, aiming to leverage advanced automation and enhance
Our Services
Solution Implemented
Thorough analysis of the client’s IT service management needs, including automation discovery and use case identification.
A detailed migration plan developed, covering data migration, integration setup, and batch testing strategies.
ServiceNow’s Virtual Agent configured with NLU capabilities for intelligent conversational flows and accurate issue resolution.
Utilized ServiceNow’s Automation Discovery to identify and map manual processes for optimization and automation through the Virtual Agent.
Integrated Virtual Agent with the IT service management ecosystem, including incident management and knowledge base systems.
Conducted batch testing to validate Virtual Agent functionality and provided training to the client’s IT team on administration.
Key Benefits
Get In TouchResults/Benefits Perceived
The Virtual Agent’s NLU capabilities delivered a more intuitive and personalized self-service experience, enabling faster and more accurate issue resolution.
ServiceNow’s Virtual Agent effectively handled increased volumes of user inquiries, reducing response times and accommodating business growth without compromising quality.
The Virtual Agent seamlessly integrated with the client’s IT systems, enabling efficient data exchange and collaboration across departments.
With the migration to ServiceNow’s Virtual Agent, the client’s IT team experienced reduced maintenance efforts as updates, enhancements, and system maintenance were automated.
The Virtual Agent provided valuable analytics and insights into user interactions, facilitating continuous improvement of IT services.
CONCLUSION
