How AI is freeing customer service agents to connect on a truly human level paid servicenow
Modern machine learning is excellent at understanding the “what” of a situation through data recognition. It’s also keenly capable at understanding the “how”—how to win at chess, how to find the fastest route to a destination.
Where AI fails is in understanding cause and effect—the “why” of a situation. AI can’t discern context or nuance in the way a human being can. And when your work involves interacting with humans in the way customer service does, the ability to navigate those subtle cues and undertones of interaction is everything.When we offload the “what” and the “how” to AI, we take the final step in the deindustrialization of customer service, liberating our agents to focus only on the “why.” And by doing so, we replace the monotony of the contact center with the lively, vibrant work of solving high-value, highly human problems—work worth doing. So, the ghost in the machine is a friendly ghost, shielding agents from the repetitive and mundane so they can focus on the work that only humans can do. Happily, the offloading of the “what” and “how” to the realms of machine learning is already underway. In fact, at ServiceNow we just introduced Agent Affinity, a new feature of our Agent Affinity allows work to be assigned to agents with established relationships or identified expertise. Now customer service can assign work items by an agent’s work history, related task, or account team best suited for that work. Eventually, it will be possible for a customer to be automatically routed to an agent already familiar with their issue. Talk about a great human-to-human customer service experience., embracing AI and machine learning is the only option we have if we want to keep up with the unbelievable velocity of change. That’s why ServiceNow is already laser focused on building digital customer workflows that break down silos and create instant satisfaction. Nitin Badjatia serves as the Head of Product Strategy for the ServiceNow Customer Service Management product line. He’s a two-decade veteran of enterprise customer…Nitin Badjatia serves as the Head of Product Strategy for the ServiceNow Customer Service Management product line. He’s a two-decade veteran of enterprise customer service applications, having been at Siebel Systems, RightNow Technologies, and Oracle in various sales and strategy roles. Nitin also led business strategy at knowledge management pioneer Knova Software. In 2012, Nitin was awarded the Consortium for Service Innovation’s Innovator award for his extensive contributions to the industry at large.
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