the floor here for this webinar and what we're exploring is kind of an open dialogue around creating low code and no code voice workflows in an effort to create a more efficient or the most efficient uh in in your realm and personalized customer experience possible so presented to you by 3c logic and servicenow so super excited to be here with you today um really quick standard safe harbor state disclosure that basically states that this might contain forward-looking statements and should be you know you shouldn't be making any market decisions or anything else regarding our companies based on our opinions of things today let's start with a quick introduction i'm colter hammer and i've been sir i've been working uh in product management here at servicenow for a little under three years and i've spent a good majority of my career about 15 years or more in contact center in the crm space before coming over to servicenow and here with me is guillaume and i'll let him introduce himself hey guys guillaume from 3c logic uh i run our alliances program uh you know of course as part of that our strategic relationship uh with servicenow of course we at 3c logic we specialize in voice enablement technologies uh and what we'll be covering today is how you can apply that uh in a very efficient way complementary way just now so looking forward to today's discussion oh thanks g g guillaume g are you calling g sometimes so that's is his real name so so let's get some uh some context really for today's discussion as we know um surveys sometimes give us a skewed view of reality if they're done incorrectly so this survey that that actually gum sent me recent recently when we were doing some prep work for this either reflects reality or it does a really good great job of kind of doubling down or hardening my own confirmation bias because it's something i believe in very heavily so um these numbers are fairly big you know 75 percent of surveyed uh individuals in this in this survey crave what we consider the human touch essentially asking for human-like experiences regardless of the channel being live or being a digital channel in itself uh it's not really it today and one of the things that we're gonna proffer is that right out of the gate um uh we're this might be a little bit controversial for some but um but we're promoting this idea of kind of data-backed facts that while digital channels are increasing in popularity and adoption digital channels voice plus digital is still where the market lives and so it's not a matter of one or the other today it's not a matter of us choosing between these and saying hey voice is going away we've heard that a bunch of times right so that's kind of one of the things we want to we want to just debunk a little bit today by creating that human touch is more of a holistic approach that includes each of those channels and the escalation paths and workflows that make it easier for people to do their work so gu kind of had some opinions about that as well that we were talking about i think uh would be important to talk about here yeah well i mean i i echo what you said right i mean obviously servicenow is as you know if we look at it from that lens um evangelize is the the um the importance of being able to allow customers to be able to address um in self-service whether it's the knowledge portal chat chatbots live agency and so on so forth to your point voice has typically always had a pretty negative um you know um you know ranking when it comes to how voices and experiences i mean no one really likes to call an organization um and yet um it remains one of the primary channels that individuals tend to defer to in fact if done right which even i found this striking despite my own bias for the channel you know regardless of generation people still prefer to be able to connect with customer service professionals via the phone i would evangelize that it's it's more about to your point doing digital and voice having that omni-channel relationship done right i don't think channels you know um are the problem i think channels being improperly woven into the fabric of your workflows and the ones that are operating to get work done in the background um is actually where things typically tend to fall apart and that's why we call you feel like you're you know it's the first time you've ever you know the company has ever gotten to know you if you're a long time customer or while you're getting transferred from one agent to another each time having to repeat your life story those are opportunities in my opinion to really help differentiate your organization and drive better customer experiences but there's a technological challenge that we're going to talk about today um that you can solve between 3c logic and servicenow to make that a little bit easier make it less of a tech overhaul if you will and ultimately uh deliver a better uh more rounded experience um so that if and when people call um that experience is on par with all the you know with the level of visual experiences you built within the servicenow platform and i'll give you a simple example i i saw someone complain recently on social media that they were doing two-way texting uh with a major airline um they were trying to change a ticket and apparently in the process whoever they were texting with must have broken something in the background i had to send them to a new text or sms a text queue because now you needed technical server support to help solve the problem and as soon as they got into a new queue the response was okay congratulations you're now in the sms you know technical support queue your expected wait time due to high volume is 754 minutes um right i i don't know about you but that's just demoralizing so you know i don't think the conversation is digital versus voice um obviously today we're going to focus on how to apply voice if and when you know the digital experiences are you know um unable to meet maybe more complex requirements um yeah so i think a lot of people will learn just how easy it is to weave that into the servicenow structure as a complement to what you've built there yeah i kind of i i gim and i were joking around about how if you were born in the 80s you kind of you grew up with a bike in your hand if you were born anytime in the 2000s plus you were born with phone in your hand right so um it's interesting how not only those digital channels that have been built how important they are and how they have continued to become more and more important in in a lot of times in more of the in more of the b2c market right for for consumers picking up and just using actual devices but what we've seen is i i don't know how i don't know how we thought the voice was going to go away so quickly when you know we're equipping everybody with the capacity to use voice at any given time and so it would it would fall on us as humans to to think hey you know if if voice is the thing if voice is something that that actually brings us closer to other humans it brings that connection that we're trying to build with our customers then it would it would behoove us to have really good experiences and really good ways to to develop those experiences with our actual customer so um you know maybe it'd be beneficial g to walk through some of the the challenges sort of preventing this level of of customer experience that we're referring to so what's kind of getting in the way of creating that consistency well i mean there's a few of them right and i'm you know we're just maybe hitting on some highlights here but number one you know well over half of consumers they get frustrated with the fact that some of the systems are being put in place now make it or at least make it appear harder to actually get in touch with a live individual whether it's a you know a lengthy ivr call flow asking you 50 questions and you're sitting in a queue for two hours um you know the same can be true um in digital mediums as well on the flip side though of course once you reach an individual some of the frustration stems from the fact that they don't have any context as to the purpose of your call right so there's there's no intelligence trying to understand you know why you might be calling is there an opportunity to do you know voice self service um to help you know deflect the need for you to wait for someone and also reserve those agent resources for more complex inquiries um so that typically is a challenge and that you'll find is a technological uh challenge um you know by and large and then you know you look most organizations right less than a third um you know even have um the tools and solutions in place to make it seamless for a customer or an agent to be able to transition between channels right a lot of conversations will chart start over a chat or an email it may escalate to a call but if that context doesn't carry through either for the agent or the customer or combination of the two that also typically creates a very negative overall experience and we know at the end of the day the focus here is to maintain good customer experiences because this is all about retention right this is all about keeping your customers it's a lot easier to switch uh vendors and solutions today than ever before um which is why they're everyone is so hyper focused on employee and customer experiences it's really a case candidly culture of trying to get from this situation uh to what we're going to cover uh and actually showcase in a demonstration today which is the idea that even if you're dealing with let's say only cloud offerings right this isn't a legacy versus cloud problem per se it still has to do with um you know siloed systems you know channels being offered by different vendors so as a customer you're piecing it together and then of course data being potentially hosted in a couple different areas so you look at servicenow here in the left-hand column it already has a lot of the digital channels right so digital inquiries are coming in you've got agents operating in the servicenow agent workspace you've got analytics you've got workflow management um you've got a fairly complete stack here within servicenow and then you look at the call center side of the house which again that typically deals with people calling in literally voice calls and very often that is a completely separate solution administered by a separate team um and what historically is done even today is you know organizations or the customer themselves will actually use connectors or go through the effort of doing custom integrations between the servicenow platform and their call center solution but it doesn't inherently solve for some of these pain points so if a caller comes in through the call center and that experience has no access or context uh for what is otherwise hosted let's say your customer profile in service now then you know the experience is going to be relatively plain at best right um and that that in large is the issue so it's a case of trying to get from this type of experience to something that's a little bit more um well for today's purpose is servicenow centric right so how can you solve for what is not native to the servicenow platform in this case we're going to focus on voice you could extend sms as another channel as a complement that's that servicenow offers right so now you have all of your channels uh via digital or voice actually leveraging the entire servicenow stack right so the servicenow workflows everything and everything that's known about the incoming caller um you can do your analytics in one place you can manage your workflows so you now have a single agent as well as administrator workspace and the goal then of course is can we also make sure that it's not a heavy uh tech lift when it comes to administering this type of environment right which is the low code no code discussion we're gonna have today right so can i easily solve for and create dynamic voice workflows as easy as i create you know um you know work digital workflows within the servicenow platform and ultimately the goal here is to have one system of record that really helps streamline and solve for some of the headaches that a siloed you know architecture you know can't yeah and i wish that i wish that that uh that previous slide uh and this kind of build to what we're trying to get to today was uh had improved since the 2000s as well uh that's one of the things that i've noticed is that this still remains a really strong initiative for a lot of enterprise customers that are looking to to drive kind of that data consolidation those data different processes and then layering on top of that this is this is where i'll give the shameless plug for service now but this is where servicenow shines in the in the capacity for taking some of this all of these data sources and all these different applications out there and creating seamless workflows across each of those that's that's kind of the the value prop and the mission of servicenow is to create those workflows in a place to become the platform of platforms as we call it and become something that that gives gives customers a way of doing that without having to like you were talking about guillaume is not not going out and having to rip and replace and pull everything out and and we we kind of talk about these migration paths but this is something where we are now in a place where we have the capacity the tools and otherwise to create an environment where that exists and really what we're focusing on today and i think in it you'll talk about this next uh is really getting into that environment of how do we create those workflows and make them accessible not only to the developer but make them accessible to business users and to other to other um you know contact center folks who are who are running the the business process inside their own contact center how do we get to that kind of area of expertise without having to really dive into development cycles and everything else so so i mean the answer is is i mean obviously a slight oversimplification here for the purposes of today's discussion and i'm actually going to show this live here in just a short minute but if you if you do or if you are able to leverage servicenow as the primary system of record right and maybe servicenow is consolidating other data sources right but now then the only remaining piece of the equation is how can you make sure that your your voice workflows can leverage that information and to your point um allow the um the business user maybe someone that's not technical uh create those workflows and those outcomes without having to rely on those it resources so what you have here is an example of the 3c logic what we call the interaction manager effectively an ivr an interactive voice response tool but what it does is in addition to being completely embedded inside of the servicenow you know portal or environment it actually makes use very effective use of what's called servicenow operation handlers what's a servicenow operation handler it's effectively a repeatable event for people task that you can call upon whether it's to create an incident update an incident uh you know fetch the status of an incident authenticate a user and it pulls from those different environments so what it allows you to do is 3c logic allows you to take advantage of the servicenow operational handlers and actually apply them into your call flow so all of a sudden the call flow is now querying certain aspects and launching certain you know get pull um you know or fetch responses between the 3c logic voice solution and servicenow all of it contained within the servicenow environment so all of a sudden your call flow is as intelligent as as the information and the workflows that are already pre-templated for you to leverage within servicenow so i can give you a short example of that right so what we're going to do here today is actually kind of walk through what a building process would look like right so in the spirit of low code no code full disclosure i'm not an engineer i'm not i don't have a go back yet i'm going to go and build one um for our audience today and the use case just to sort of give it a storyline is let's pretend someone is calling in to report an outage right um and let's say that outage already is is known um in which case there's really no need to transfer them to a live agent we'd much rather deflect the caller and say hey let me create a child event for you let me send you an sms so you can follow the progress of that outage um and let's make you know let's deflect your call to make room for someone who might be calling about something that is in fact deserving uh of a live you know individual um and at that point you're effectively servicing both audiences without necessarily impacting the customer experience so we'll see how you can create a workflow that can identify the outage um that can then create an event in servicenow and then so you know ultimately an outcome and i'll show you just how easy it is to do so let me actually switch screens here this is super exciting i'm i'm actually i love watching this part of it and when i get to watch partners actually build things that create better experiences for our customers it becomes something of a like pat on the back as a product manager so take it away let's let's let's see if you in the audience agree so i'm obviously in service now right here um now one of the things that distinguishes 3c logic and really buys in you know you know showcases the fact that when we talk about embedded um quite literally 3c logic as a as a solution is actually even available to users within the servicenow administrative portal right um you know i've already favored it here so i'm going to pull up the 3c logic administrative portal and you can see this is where you can manage your phone numbers your media announcements there's analytical capabilities um but today we're going to focus on being able to manage your ivrs your phone numbers and so on so forth so i'm actually going to go into a pre-existing project and for our audience i'm showcasing uh what is going to be a release later this year um these capabilities already available but the ease of use on the low code no code topic is is is part of what um we are enhancing uh in our upcoming release for servicenow uh later this calendar year so i'm gonna go into the interaction manager and the interaction manager this is where you can build call flows effectively colter right and when i'm referring to call flows again this could be in the capacity of a self-service use case it could be in the capacity of eventually transferring to a live engagement right um and i'll showcase that and i'll actually do a live call here in a minute so i already have a few pre-built ones we'll go through those but let's pretend i wanted to create one from scratch right so i'm going to create a uh an outage uh self-service uh you know uh voice workflow it doesn't really matter what you call it right but just for today's purposes right so i'm gonna go ahead and create that ivr right um and then i'm gonna go in and actually go into what we call the interaction designer or the builder and this is where you can start building um your call flows once it pops up here then jesus give it a second yeah so everything's single sign-on right so this is all about roles and permissions right so obviously i have administrative rights um you know uh this is not obviously from the purview of someone that would administer the call center not this is not necessarily from the agent who's the one that would be the recipient of everything you're building here right um so you can see what we have here in the left-hand column is an example list of the different components that you can easily use to build uh your uh your call flow right so obviously someone calls in 1-800 support this is going to be your start point right so the first thing you might want to do is obviously when someone calls is you might want to provide a greeting right so i'm going to give this a name you know greeting message um give it a description uh greeting uh for uh incoming callers right let me make sure i type that right um and then what you can do is you can select the prompt so text-to-speech is a very common thing of course you could select the pre-existing media file but i'm going to just do text-to-speech which means i can now use pre-existing um well they're not bots but uh you know whether it's amazon lex and poly or google voices you can pick just about any voice you want so i'm going to do english um you have different avatars so do you want a female to be the the voice of your organization do you want a male uh is it kimberly whatever so we'll just pick one and then you can you know text type whatever it is that you want your greeting to be so i and whoops let me type this right i and thank you for calling the customer support team at company x right whatever it is that you want to say right um and then you can just say you're done and then you've already established servicenow now we can do something that's a little bit more interesting which is okay you know colter you're calling in right maybe i want to first find out who you are right so you'll see we have these predetermined um service now we'll call uh action items or action icons where in this case i can fetch a record from servicenow so in this case it could be get user data right so this is uh fetch caller data so what we're going to do here is we're going to pull from the system user table or assist user table within servicenow to fetch information culture about you right um and if i want to run that query i have this saved here what you can do is you can add a glide record here in the background that's going to pull the information um from servicenow right so here's the glide record that we're pulling and now i'm fetching get user data from surface now and then of course so we've done a greeting i can connect these two um and then off we go right and then you say okay now that i've got the user data you know is there an action i should be performing one of the common things that people will do when people are calling in is they're gonna say yeah i'd like to create a record um in this case we might want to create an interaction record so this could be you know i'm gonna create uh an interaction a servicenow interaction right so this is literally quite create a service now interaction record it could be create a service now incident create a service now case it doesn't really matter um you can determine what the table is um here and then you know in that interaction what are we going to post right um so in this case um you know what we might want to do is um you might want to determine who opening this record for right so in the column you know we're going to say who did we open this for and quite literally it's going to be the get caller data that we've already fetched in the prior step in the call flow right and then you might say okay and what type of what type of record do we want to what type of interaction record is this it's going to be a phone interaction right so what we're doing here very quickly and you can see i mean it's quite convenient in terms of how we build it um you know you can start connecting these out uh to each other and effectively in what amounted to 60 seconds a couple minutes i've already started creating experience for an incoming caller and notice this experience i'm not asking anything of the individual maybe i'm using their phone number as the identifier that allows me to gather the uh their uh their profile and in using that profile i can go ahead and create an interaction that's got your first name last name whatever are the attributes that are already known about you in servicenow right and then of course you can continue you know through the example in the interest of you know today's webinar i already have a finished version of um this call flow right so here's the greeting here's me fetching the data here's us creating the interaction service now and then for the purpose of the example you'll notice that we are doing an outage check inside of servicenow and this is where we go back to the operation handlers that i referred to earlier right so there is with the 3c logic application a whole slew of pre-existing operational handlers servicenow operational handlers that we can call in this example we are calling out can you let me know whether or not there is an existing outage that i need to present to this caller right so i've identified who you are i've created an interaction and then i'm going to prompt you to say hey coulter you know we're aware that there's an outage in your area is this why you're calling right or is it not and so then you can you know after that you can get pretty uh advanced with what do you want the experience to be for the caller right for purposes of simplicity we're gonna assume that that's why you're calling but you can see how easy it is to build these type of low code voice experiences again made easy based on how well it integrates and leverages the servicenow platform and some of the service now capabilities yeah and guillaume i was just going to say there um that that little touch right there i i know you you brushed past it pretty quickly and talked about it but if you think about the experience you've had with your internet provider or your phone provider your you know your power provider at your home whatever it is when those types of outages happen and i call in to let them know that it happens and they know it happened and we talk about this all the time we talk about it being a proactive approach and all these different things but very few companies have something as simple as that capacity right there to build in and say hey just go out and check and see if there's an outage in the area code of that customer's record inside of servicenow so they pull that customer record find out where they are pull over here and find out if there's an actual outage and then bam it changes the entire flow of the workflow to say hey now we're going to present up to them that hey we know about an issue in your area is that what you're calling about instead of what's your name and what's your zip code and what's your you know so instead of having that those few steps that you make for a customer create that kind of brand equity that you're that your your customers want to give you but it's also it creates an environment where it makes it easy for them to give it to you so that's notice as well that because this flow is now leveraging now any changes in the service environment to your profile to the status of the outage is going to dynamically change what your experience or what voice experience you're going to be delivered as a caller versus if we go back to sort of the one of the challenges right if you're administering this type of call flow outside of the servicenow environment right every time there's a change you also have to modify your connections your adapters your apis whatever your custom or it will be such a pain that you even though obviously you know you're operating in a very dynamic world where things are changing and customers expect real time you know updates and responses to when they're interfacing with your organization so the idea here is to weave this into the servicenow workflows side by side with the same operational handlers that you're using for chad and other digital channels within the servicenow media right so if we actually took a look at a live example right so this is the new servicenow san diego environment um i just so happen to have a ticket or a case here opened up about a tableau server outage right um so this already exists i'm going to open up child cases which you'll see there's none and really just to give you an example of what would be the outcome of what we inherently quickly built here let me just do a quick call in here and take people through it hello thank you for calling acme corp you have reached the help desk support line our system indicates that an outage has been reported would you like to hear the latest update yes please we are aware of an issue related to a tableau server outage our engineers are actively addressing the outage and our team will continue to provide updates as they are available this outage was first reported yesterday at 8 39 pm the current state of the outage is open thank you for your patience was your call regarding this outage yes it was we have automatically created a case for you and associated it with the major outage case you will shortly receive an sms for tracking purposes you will also receive an email and knowledge article that might help you with your troubleshooting would you still like to speak to an agent no thanks thank you for your call have a great day goodbye so obviously in this case we kept it relatively simple but you can see how it read the outage it identified the status told me what it was create a child incident or in this case a child case to me send me an sms which i just received in the background i can follow the progress i can move about my day and notice you know as this outage or or if the information and service now changes if i were to call it again my experience may inevitably be different maybe next time there is no outage and they would skip that process altogether right um the other thing that i would stress here is one of the benefits let me just go to this screen here is um this has the capacity to take on servicenow information whether it's to create a record fetch one and so on so forth but you can also bring in external bots like a google dialog flow um or some of the things that obviously we won't talk about now but in a future session with you coulter with some of the things that we're working on with servicenow so the idea is that think of an expansion of the concept of using operational handlers if you've already built certain engines that perform very specific tasks outside of the servicenow environment like google dialog flow you can actually call those bots feed them whatever they need get the response back and then feed that into the workflow here within servicenow so an example would be if i pull up a a bot sell service here here's an example just for our audience of an example where um you know you're now doing um you know you're now pulling uh information or using natural language understanding which is obviously a capability within google uh dialogflow to create a different type of experience which may be fully automated in self-service but it's calling external capabilities and can also of course make use of internal service now contextual data about the caller so that you can merge it all together and create relatively advanced uh voice experiences that's fantastic yeah a lot of a lot of what 3c logic is doing and and kind of building some of this in here what ind in delivering on we we talk about in service now this this low code no code and the workflows that we have but it's really exciting like i was saying earlier it's really exciting to watch um you know our partners and and others inside our and our customers kind of taking advantage of all of the the the kind of rich feature set that's there that sometimes sometimes we just don't know about it right we just sometimes we just don't know that this is possible and that it's something that somebody has gone into the effort of of building into the application and and 3c does a great job of building that automation into the application making it easy to get to uh and really kind of helps you to breathe easier when when you get into the when you get into the servicenow application so there's definitely some real some real results that come from this uh we would we would not be good marketing folks uh or check that box if we didn't give you the the final result here so um i i personally also i'll start i'll take the first one if that's okay but uh the first one was really interesting to me because i think this is such a huge force multiplier in the contact center if if i can't deflect a call entirely my next best option in the contact center is to decrease the handle time of those calls that happen so you know diminishing the instead of diminishing the consistency inside of the environment we're just saying hey we're going to handle these more efficiently better better uh inside of the system and then you know the volume might not decrease but if that handle time decreases we're still decreasing the total amount of minutes that i'm spending from uh from a cost perspective from an agent perspective et cetera so that cost saving is of of of increasing increasing how quick or how quickly we handle calls i think is very important yeah and arguably in this market it's going to be a focal point right i think uh you know depending on on people's views on on where the market is headed uh if there's a recession ahead or anything of that nature organizations are quickly getting tasked with having to do more with less um so it is about optimizing um uh you know that your resources both you know human and technological you know so you know same thing when it comes to automation here today we showed how you could deflect someone calling about an outage right you don't need a thousand people calling you about the same thing once it's been identified you want to deflect those remaining 999 people so you can make room for individuals that still need services different than the outage announcement and yet still successfully serviced those 900 plus individuals that were still affected enough need to call um those are real um you know impactful events um otherwise you inevitably have backlog um you know so call deflection escalation response time and then just again reduction in administrative uh requirements right so you mentioned earlier one of the more powerful things here is enabling the actual business user the one that's being measured and maybe monitoring or managing these these groups uh on their performance to be able to do you know make these changes in that real time without necessarily having to overly rely on i.t resources which could be expensive or could cost you time in terms of how quickly you can deploy and shift your operating model depending what's going on and it's you know at that point that gives you a lot more time to then assess the quality of the engagements so there's a lot of things with regards to speech analytics and so forth that's a discussion for a different day but the goal here is to optimize for the agent um you know they also want to be successful with their roles um and many will list that you know district technologies are you know part of their headache right they are almost having to manually overcome the fact that some of these systems don't play nice um this helps solve for that and then again for their supervisors making their life a lot easier when it comes to administering these types of environments yeah and and you know it's interesting task and case automation is one of the it's one of the key elements that servicenow brings to the table from a value perspective to its customers and we kind of live and breathe to make that work easier for our customers via kind of the simple easy workflow so escalation you know escalations are expensive as we know uh any escalation that we have becomes a further expense to the organization and ultimately they create a sort of a lag in the dopamine hit that customers get from having their problems resolved right so we're looking to get those instead of them having to go to social media to get that dopamine hit let's give them that dopamine hit here when they call in to get a problem resolved and if we can do that the more the customer is going to keep coming back to you as a as an organization um i i still uh the other thing i would say is that that classic call deflection on those repetitive items especially if you can make it a consistent across channels is huge um we we still talk about and i still have lots of customers who have they have a really hard time just implementing the the some of those basics around call deflection and so this is again another arena where we can get into that that more simplistic easier to access kind of uh applications that that work us through things that create such a significant difference in the way that we treat our customers so we have a few questions here uh one from kayla uh kayla thanks for the question uh when deciding to generate case incident or interaction and servicenow from the ivr can there be diff can that be different per flow or is this a whole ibr decision to generate one type of ticket um no it can be you can build relatively large ivr flows that can lead to a case an incident an interaction um so no it's not limited to one flow i i limited one flow kayla just for the just to keep it simple for today's purposes but no there's a lot of flexibility in terms of what you can build and what are the events that it can trigger in service now right whether it's creating something new updating something existing you know for example closing a ticket uh or anything in between um so no it's not limited to just that one flow in fact a lot of our customers you know will find their that their um their end users will call with multiple requests right um which is one of the reasons interactions as a table is relatively useful um before you determine you know is this an interaction is going to lead to an event whether it's a case an incident and so forth or a combination so for those that don't know much about 3c logic um you know just to give you a little bit of a highlight you know we've been around for a long time we're a premier partner we work very closely with the likes of coulter and his team um we are uh you know one of the highest listed or or better ranked uh i think number one ranked integration application on the servicenow store as of today everything we do is built on amazon web services with customers all over the world of all walks of industry whether it's uh you know manufacturing um you know whether it's health care um higher education uh finance um you know retail and things of that nature because ultimately every organization has a front of the house um it may be more virtual today than it was uh pre uh pandemic if you will um but everyone has uh it wants to grant the ability to interface with their end users how you choose to do that or how effectively that's obviously something we discussed today which is making sure that voice is not uh you know left to fend for itself on an island when you've done such a good job creating those experiences within the servicenow platform at a digital level so hopefully today we're able to share with you how voice and i want to stress sms as well can be a compliment to everything else you've built and of course if you have questions our team and i is are always more than happy uh to field them you can email us at service 3clogic.com we can have a discussion about what you're doing today and what you might want to wish to do differently perhaps using or applying some of the things that we covered say that you broke up a little bit say the email address one more time it's uh servicenow at 3clogic.com perfect thank you thank you cool well we do have a time for a few questions if we want to take questions uh i'm going to leave it up to our to our moderator paul to if we still have a few minutes i see i see one question here from kim can you tell me a little bit about how this automation chat functionality can be integrated with the knowledge application and servicenow so again it's not chat chat would be an application uh that is already native to the servicenow platform obviously that's their virtual agent so i i'm not an expert in that category kim i will defer to coulter on on all things related to chat um there are different ways that you can integrate it with the service now knowledge base um candidly the best way to answer your question is to understand a little bit more about your specifics to know exactly what you have in mind there's a different couple different ways you can skin the cat the beauty of the servicenow platform is it's relatively open um so we can access quite a bit of information so depending on the audience you're trying to serve and the use case you like to potentially automate if and when they call we can talk that through and see you know exactly where we might be able to make your life a little bit easier on the chat topic though i'll i'll defer to uh the coulter yeah yeah so if you and and we can send you more information kim so if you want if you wanted to learn a little bit more about our virtual agent and our our what we would consider chat bots virtual agent and chat bots are kind of uh are kind of uh synonymous in the industry we we talk about it as virtual agent here as servicenow um and virtual agent functionality will allow you to tap into multiple resources that you have internally inside of servicenow including knowledge uh including being able to pull from uh basically any of the tables that you have in service now to to draw to drive the actual responses and answers to questions that happen so um those those can be created in what we call a virtual agent designer and that virtual agent designer allows you to create similar to what uh what you saw today from guillaume in the call flow designer it's a similar look and feel where you can pull basically different different elements that you want to play back to a customer those elements are or something that are built around right now just uh it drives the the verbiage into a chat window that chat window then has the option of pulling in other other and exposing other links and things like that out to different knowledge articles or other things that they need to see so um all of that's kind of consolidated down into that virtual agent into what we consider a topic uh when that topic comes up it'll drive them through a call a virtual agent flow and ultimately we get to escalation to where if we want to escalate to a live agent or to some uh some other channel uh those things are all all things that are that are capabilities that we're we're enhancing and building into our virtual agent today so uh depending on what you're looking to do uh that that's definitely a possibility i think that's it i think that's all we have in the on the on question so far culture cool i'll thank you guys so much for joining today it's been a pleasure to speak with uh with you guillaume uh and have you as our subject matter expert and our partner um or or maybe this is your webinar and i'm asking acting like it's mine uh that's whatever i did not mean that in that way i meant this was great conversation we're excited to have been here um so you know i think it's interesting it's it's real it's kind of like real real people meets real process meets real technology i know we talk about people processing technology a lot and um you know when we get into the reality of it you know it's the people that create uh these great products that we have to offer to the to the market so we're grateful to all of our engineers and all of the other uh folks who who build out uh really essentially really cool products that make work easier for everybody and so we're hoping to empower the the the folks in on each of those different levels from developers that can really dive in all the way up to a business user who has this no code low code type opportunity to build out different applications so paul i will turn it over to you and let you kind of finish it up here thanks colter thanks guillaume as well and thanks to everybody at 3c logic for the partnership and alliance that we've built here colter i think that you nailed it um [Music] there's a lot that we're working on in our partnership there's a lot that's coming we're really excited to continue to iterate to continue to better serve our mutual customers and we're appreciative of everyone who attended the webinar today so everyone have a great day and we'll talk to you soon thanks again