Servicenow, Inc. · NYSE:NOW
Servicenow — Technical Presentation (April 2015)
30 slides from Servicenow's technical presentation, April 2015
Slide 1: ServiceNow Exchange
ServiceNow Exchange See the schedule Attend live ServiceNow events for expert insights and best practices. Learn about implementation, deployment, and adoption. Stay updated on new ServiceNow features. Get tips for managing and upgrading products. Connect with peers in Exchange roundtable discussion
Slide 2: Welcome to Autonomous IT Academy: AI Skills for Requestors
Welcome to Autonomous IT Academy AI Skills for Requestors 2
Slide 3: Autonomous IT Journey Maps
Autonomous IT Journey Maps Today’s Value Point Download Here (Community) ServiceNow Autonomous IT Academy | Journey: Zero Touch It Support | Pillar: Automate | Conversational Self-Service (Requestor) 3
Slide 4: AI Voice Agents: Prerequisites, Required Plugins & Licenses
AI Voice Agents Prerequisites, Required Plugins & Licenses ■ PREREQUISITES ■ REQUIRED PLUGINS ■ REQUIRED LICENSES REQUIRED REQUIRED REQUIRED ServiceNow Instance (Zurich release or later) AI Voice Agent Plugin (sn_itsm_voice_aia) Now Assist License (ITSM Pro+ or Enterprise+) Zurich release required.
Slide 5: Safe harbor notice for forward-looking statements
Safe harbor notice for forward-looking statements This presentation may contain “forward-looking” statements we will achieve the plans, intentions, or expectations disclosed that are based on our beliefs and assumptions and on in our forward‐looking statements, and you should not place information c
Slide 6: Housekeeping
Housekeeping 1 2 3 We've saved time for The presentation will After the event, Q&A be recorded and you will be shared following the prompted to fill Please use the Q&A event out a short survey button instead of the chat to submit questions. Thank you for your feedback! 6
Slide 7: Agenda
01 Why focus on Conversational Self-Service (Requestor) 02 Common Enterprise Use Cases 03 Best Practices AI Voice Agents Demo 04 Agenda 05 AI Voice Agents Demo Call to Action 06 ServiceNow Autonomous IT Academy | Journey: Zero Touch It Support | Pillar: Automate | Conversational Self-Service (Reques
Slide 8: Speakers
Paula Aastha Cyrille Molina Kristen Shah Rivière Outbound Product Manager Senior Product Excellence Manager Principal Product Excellence Manager 8
Slide 9: ServiceNow Exchange
ServiceNow Exchange See the schedule Attend live ServiceNow events for expert insights and best practices. Learn about implementation, deployment, and adoption. Stay updated on new ServiceNow features. Get tips for managing and upgrading products. Connect with peers in Exchange roundtable discussion
Slide 10: Poll 1: What would accelerate your decision to deploy?
Poll 1: What would accelerate your decision to deploy Now Assist Virtual Agent or Voice Agent? 1. A clear ROI or deflection rate benchmark from similar organizations 2. A reference customer in our industry who has deployed it 3. Hands-on technical guidance for setup and configuration 4. Clarity on h
Slide 11: Conversational Self-Service Key Concepts
Conversational Self-Service Key Concepts ServiceNow Autonomous IT Academy | Journey: Zero Touch It Support | Pillar: Automate | Conversational Self-Service (Requestor) 11
Slide 12: AI Voice Agent Key Concepts
AI Voice Agent Key Concepts AI Voice Agent vs. AI Agent for AI Voice Agents Virtual Agent (NAVA) CCaaS Integration Requirement AI Voice Agents are ServiceNow's LLM- The same LLM topics, catalog items, and A Contact-Center-as-a-Service (CCaaS) powered conversational agents that Knowledge Base article
Slide 13: Voice Landscape in the Enterprise
Voice Landscape in the Enterprise Phone is the top channel for submitting incidents Healthcare, Retail, SLED, and Finance have up to 70% of incidents created through 42% phone channels Average per-ticket cost estimated to increase above $20, making it 50x more Help desk contacts* costly than self-se
Slide 14: AI Voice Agent Flow
AI Voice Agent Flow Speech to Text 1 2 3 4 End user Telephony User voice input Initiates call system AI Instructions Natural, context-aware ServiceNow responses Voice Agent Tools VOICE AGENTS Data Text to Speech 14
Slide 15: AI Voice Agent Team and Roles
AI Voice Agent Executive Sponsor TEAM at-large Voice Agent Owners Employee Experience Team Technology & Security Process Owners • Platform Owner • Define voice channel scope • Telephony/CCaaS • Voice Channel Owner • ITSM Administrator and intents Administrator • Knowledge Base Owner • Voice Channel
Slide 16: Voice AI Agent Overview and Key Outcomes
Voice AI Agent Overview and Key Outcomes Product Meet users where they are and provide users with natural, personalized voice interactions Vision across all channels, enabling seamless self-service and intelligent issue resolution Users End users Admin Deskless workers Multichannel Users Admin / Dev
Slide 17: AI Voice Agents extend service availability, streamline operations
AI Voice Agents extend service availability, streamline operations, and support scalable operations 1 2 3 Always-on support, Lower cost per Enhance live agent when it matters interaction at scale productivity Provide high quality voice support Handle high-volume inquiries AI Voice Agents manage rout
Slide 18: Now Assist Voice Agent Enterprise Use Cases
Now Assist Voice Agent Enterprise Use Cases ServiceNow Autonomous IT Academy | Journey: Zero Touch It Support | Pillar: Automate | Conversational Self-Service (Requestor) 18
Slide 19: AI Voice Agents for ITSM
AI Voice Agents for ITSM Resolve issues faster with GenAI-powered Voice Agents built for natural, dynamic phone conversations Core Capabilities ITSM Use Cases Real-time voice interactions powered by advanced speech-to-text and text-to-speech • Check ticket status capabilities • Create new incident S
Slide 20: Enterprise Use Cases
Enterprise Use Cases AI Voice Agent across the Autonomous IT journey FINANCIAL SE RVICES Auto mation HEALTHCARE Auto no my RETAIL & E-COMMERCE Auto mation Password Reset Automation 24/7 IT Support Coverage Omnichannel Self-Service Deflection Global bank uses Global bank deploys AI Voice Agent Ho
Slide 21: Poll 2: Which CCaaS or telephony provider do you use?
Poll 2: Which Contact Center as a Service (CCaaS) or telephony provider does your organization use for voice support? 1. Genesys Cloud 2. Twilio Flex 3. Amazon Connect 4. Five9 5. NICE CXone 6. Cisco / Webex Calling 7. Microsoft Teams Phone 8. We don't have a dedicated CCaaS platform 9. Other Servic
Slide 22: Now Assist AI Voice Agent Capability Demo
Now Assist AI Voice Agent Capability Demo ServiceNow Autonomous IT Academy | Journey: Zero Touch It Support | Pillar: Automate | Conversational Self-Service (Requestor) 25
Slide 23: Now Assist AI Voice Agent KPIs & OKRs
Now Assist AI Voice Agent KPIs & OKRs ServiceNow Autonomous IT Academy | Journey: Zero Touch It Support | Pillar: Automate | Conversational Self-Service (Requestor) 26
Slide 24: Recommended KPIs & OKRs
Recommended KPIs & OKRs Track maturity across Insight → Automation → Autonomy Category Objective (OKR) Key Result / KPI Target Phase Performance Increase Automated Resolution Deflected Conversations ≥ 90% Automation Technical Quality Ensure Reliable Information Total Execution Success Rate > 80% Aut
Slide 25: Now Assist AI Voice Agent Call To Action
Now Assist AI Voice Agent Call To Action ServiceNow Autonomous IT Academy | Journey: Zero Touch It Support | Pillar: Automate | Conversational Self-Service (Requestor) 28
Slide 26: Your Next Steps: Activate AI Voice Agents
Your Next Steps: Activate AI Voice Agents Three actions to accelerate Zero Touch IT Support and Zero Service Outages ① Assess ② Activate ③ Advance Run a Voice Readiness Deploy Your First Voice Agents Expand Scope & Optimize Assessment Install the AI Voice Agent plugin, Use weekly transcript reviews
Slide 27: Add Greater Value with Autonomous IT Academy
Add Greater Value with Autonomous IT Academy Look out for the Best Practice Guide and the recording in your inbox next week! Check out upcoming and past episodes Each episode pairs a live walkthrough with a practitioner guide you can put to work the next day. Upcoming sessions cover Service Mapping,
Slide 28: Put AI to work faster with Customer Success
Put AI to work faster with Customer Success Maximize the power of the AI platform for business transformation Maximize the power of the AI Platform for business transformation. Impact provides customers with the ServiceNow support and expertise they need to get to value fast. Impact Learn more on th
Slide 29: Thank you
a + servicenow. | Exchange Thank you 7
Slide 30: serviCcenow.
serviCcenow.