In the fast-evolving world of Information Technology, efficiency and prompt service are paramount. IT departments are the backbone of any modern enterprise, ensuring that systems run smoothly and users have the support they need. However, the constant influx of service requests and the need for quick resolutions can overwhelm IT teams. This is where Agentwise comes in, revolutionizing IT support with our state-of-the-art AI application designed to serve as your 1st Level Agent.
Streamlining IT Support with AI Integration
In today's fast-paced digital landscape, providing efficient and responsive IT support is crucial. Integrating Agentwise with ServiceNow, organizations can revolutionize their IT support processes, ensuring quick and accurate resolution of user queries. This solution leverages AI-driven interactions and comprehensive knowledge bases to enhance user experience and operational efficiency.
Here is how we done it:
Here is how we done it:
User Interaction
Users interact with Agentwise via Microsoft Teams or the ServiceNow Service Portal using the Virtual Agent.Agentwise logs the chat history in ServiceNow, creating an interaction for the user.
Personalized Assistance
Agentwise provides a personalized greeting to the user, acknowledging the time of day and the user's name.The user asks a question, such as "Where can I find the log of the CRM system?"
Response and Resolution
Agentwise, using combined knowledge from ServiceNow catalog items, ServiceNow Service Requests, and GPT, generates a response or executes an action.Possible Scenarios
Agentwise Provides the Solution:Agentwise replies with the necessary information or instructions, and the conversation continues until the user's issue is resolved.
Agentwise Cannot Provide the Solution:
If Agentwise is unable to help, it offers to connect the user to a live agent or create a case.
Connecting to a Live Agent:
If live agents are available, the user is connected directly.
If no live agents are available, a case is created for the user in ServiceNow.
Case Creation:
Upon user request, a case is created with an automatically generated description and assigned to the appropriate ServiceDesk group.
Case Resolution
Once resolved, the user's interaction in ServiceNow is closed, and an automatically generated description is stored for future reference.Integrating Agentwise with ServiceNow transforms IT support by leveraging AI to provide quick, accurate, and personalized assistance. This solution not only enhances user satisfaction but also improves operational efficiency by automating routine tasks and facilitating seamless access to information. By adopting this integrated approach, organizations can ensure a more responsive and effective IT support system.