ServiceNow is offering a new chatbot model that can personalize results and solve problems without human intervention

Dealing with customer service can feel like a chore, especially when people have to get through a confusing automated menu to get anywhere. Software developers ServiceNow developed a smarter automated system known as the Virtual Agent, a new chatbot platform that can handle full transactions without the intervention of an employee. This move comes as part of a broader AI strategy, along with the recent purchase of Parlo, a chatbot startup.

Using the bot, a company can set up a number of interactions and options to get customers what they need faster, and in some cases, completely on without human intervention. The chatbot can also pull up information on the customer, so if they are looking, for example, for a new phone, it can personalize results based on their current carrier plan and device.

ServiceNow estimates that 15% to 20% of routine interactions can be handled by Virtual Agent, meaning that employees are free to work on more high-value tasks and customers can move through the experience more quickly.

ServiceNow

Dealing with customer service can feel like a chore, especially when people have to get through a confusing automated menu to get anywhere. Software developers ServiceNow developed a smarter automated system known as the Virtual Agent, a new chatbot platform that can handle full transactions without the intervention of an employee. This move comes as part of a broader AI strategy, along with the recent purchase of Parlo, a chatbot startup.

Using the bot, a company can set up a number of interactions and options to get customers what they need faster, and in some cases, completely on without human intervention. The chatbot can also pull up information on the customer, so if they are looking, for example, for a new phone, it can personalize results based on their current carrier plan and device.