Team members can now focus on helping with chat or the service desk. We're creating flexibility and adding value.

Franck Nkashama, Process Architect, Novant Health

Franck believed if the company implemented a single platform to streamline and automate this process, the manual workload of the IT support staff would be lighter, allowing them to resolve more issues faster. But Novant Health didn't have that capacity–until it deployed the Now Platform to bring unity, transparency, simplicity, and automation to its IT support workflows.

Now Intelligence brings workflow automation, faster response times, and self-service to support clinicians

As the intelligence layer of the Now Platform, Now Intelligence® delivers insight and automation to make workflows smarter and faster by anticipating trends, predicting future outcomes, automatically categorizing and routing work, solving the most prevalent issues, and more.

Novant Health initially deployed ServiceNow to automate the IT ticketing system, then added ServiceNow® Predictive Intelligence to bring a layer of machine learning to automatically categorize and assign tickets, and set priority levels. Predictive Intelligence also helps Novant Health technicians predict new major incidents and recommends the best action to resolve the issue.

Training the machine learning model was a simple and quick process for Novant Health

"My director and I sat down, and within 15 minutes we had our first solution," says Franck. "Then it took about an hour and a half to run the report and collect all the historical data."

About 50% of the 25,00 incidents DPS receives each moth go through Predictive Intelligence, including the non-self-service tickets. Novant Health uses ServiceNow® Performance Analytics to track how team members are using Predictive Intelligence and how it's impacting ticket assignments and resolution times. This allows Francks's team to continuously tweak Predictive Intelligence to improve response times.

ServiceNow® Knowledge Management is providing standardized templates, formats, and a simple process so team members can easily publish knowledge articles to the self-service portal to promote employee self-help. "The content is presented consistently, so it all looks the same to the employees, our internal customers," says Franck. "That's unmatched."

ServiceNow® Virtual Agent also empowers employees with a self-service chatbot that has significantly decreased previously long on-hold times with DPS. "Once our team members go to the service portal, our virtual agent immediately greets them by name, makes them feel comfortable, and presents their options," says Franck.

Now, the entire ticketing system–including resources to resolve the issue–are in ServiceNow. "When someone creates a ticket in ServiceNow, they can stay in the platform to get educated on how best to resolve it and notify their teammates and track their progress," says Franck. "We have a single source of truth, a single repository."

ServiceNow decreases workloads, increases accuracy

About 40% of self-service tickets go through Predictive Intelligence, which has cut the self-service workload in half. "Team members can now focus on helping with chat or the service desk. We're creating flexibility and adding value," says Franck.

In the first five months, Predictive Intelligence made more than 100,00 predictions with 79% accuracy, according to Franck. That accuracy helps reduce human errors in assignments–which also means decreasing resolution times. After the implementation, ticket reassignments dropped by 30%.

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Personalized adaptive intelligence Predictive Intelligence continuously learns and updates predictions, applying machine learning to existing workflows in practical ways that increase service coverage, accuracy, and employee productivity across the enterprise.

• Compare the similarity of text within open incidents across the enterprise so IT workers can quickly identify and then propose new major incidents.

• Accurately categorize new HR service requests so they are quickly routed to the correct team for resolution.

• Automatically prioritize product issues and incoming field requests so customer service agents can stay focused on the most pressing issues.

Built for your organization

Predictive Intelligence operates within the context of a customer's dataset and existing ServiceNow workflows.

As a result, machine learning models are finely tuned to recognize historical patterns and trends specific to the enterprise language and service process of each customer.

All customer data and model training stays within the Now Platform®, so there is no need to rely on third-party data science tools to build or train your model.

Native to the Now Platform

Predictive Intelligence uses machine learning, natural language processing (NLP), and deep learning techniques to quickly analyze and compare records across all ServiceNow applications.

A scriptable prediction API allows developers to use predictions in their own custom apps and workflows built on the Now Platform.

International language support

Predictive Intelligence supports customer datasets in the following languages:

• English • Japanese

• French • German

• Spanish • Italian

• Dutch • Brazilian Portuguese

Measured service impact

Predictive Intelligence comes equipped with powerful analytics that give administrators insights into the value of machine learning and how each prediction improves service efficiency. Dashboards provide a graphical view of Predictive Intelligence’s prediction trends and their impact on your business.

• See how prediction usage significantly decreases average resolution times across the organization.

• Demonstrate how precision accuracy increases the number of issues resolved by the first assignment group.

• Monitor monthly prediction coverage and accuracy trends over time.

Find out more

www.servicenow.com/products/

predictive-intelligence.html

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What do I need to get better acquainted with Predictive Intelligence?

Take a look at this snapshot below, and if you want to read more, simply download the attached PPT deck. Did you know? This article is a part of a series of documents and you can explore more by scrolling to the bottom and clicking back or next.