Our global IT organization continually looks at ways Accenture can enhance business efficiency and the quality of various employee experiences by taking advantage of the capabilities our platforms offer. One such capability is ServiceNow Predictive Intelligence. By combining the automation of routine business processes with machine learning, it holds the promise of enabling Accenture IT technicians and HR agents to work smarter, faster, more accurately and with a better experience. Having adopted ServiceNow as one of Accenture’s key platforms, we wanted to put us in a position to take advantage of its power.
We looked to predictive intelligence because Accenture faced the challenges typical of a large company: a high volume of IT incident tickets getting routed to wrong agents, excess time spent trying to determine where tickets should go, high risk for human errors, and time lost in resolving incidents—all impacting the quality of customer service to employees. We also wanted to address unnecessary repetitive manual work for common, recurring situations when technology offers tools with predictive capabilities that can proactively identify and even automate solutions.
When tech meets human ingenuity
Our global IT organization is applying predictive intelligence to transform mundane, manually intensive activities and enable more efficient processing and faster service delivery. ServiceNow Predictive Intelligence is now being used to help support our IT ticket incident process and fulfillment of verification of employment requests.
IT ticket incident process On average, our IT support teams respond to 10,000 technology incidents daily from employees around the globe. Given the volume and nature of these requests, we made use of the Predictive Intelligence capability of ServiceNow that works behind the scenes to alleviate some of the manual work so our agents could provide the best possible service to employees.
This capability is now auto-assigning 2,000 of those incidents a day, on average, or about 40,0000 a month across service desk locations globally.
From the moment an employee calls in or logs an incident in the support portal, ServiceNow Predictive Intelligence is trained to identify the issue and auto-categorizes the ticket into the appropriate queue to confirm it is managed by the right person or team. It is also trained to recognize when someone calls in with a common incident. When this happens, the predictive intelligence locates a pre-populated solution and auto-resolves it by sending data back to the caller and closing the ticket with an automated email response.
With any predictive intelligence, there’s a need to confirm security and restrictions are in place to prevent sensitive data from being accessed, and not all incidents require predictive intelligence. Some of our incidents are handled using the standard if-then assignment rules, which, instead of using past incidents to predict an appropriate solution, uses a standard rule setup to resolve it.
Verification of employment To enable our people to work smarter, we also deployed ServiceNow Predictive Intelligence within our Human Resources function to address time-consuming manual tasks. One such task is responding to hundreds of requests for verification of employment (VOE) letters and personnel file requests every month, a process that used to be entirely manual.
As soon as our HR support team receives a VOE request, it’s automatically converted into a ticket in ServiceNow. This is where the Predictive Intelligence kicks in. PI scans every ticket looking for matches against an already trained, pre-programmed solution and auto-assigns it to the appropriate support queue. From here, an HR support person finalizes the verification letter and sends it to the employee.
"ServiceNow Predictive Intelligence is delivering value by offloading tasks that machines can do, giving our people more time to do what they do best.”
— TONY LERARIS, Managing Director – Global IT, Live Technology Services and Support
A valuable difference
Now that Accenture is implementing ServiceNow Predictive Intelligence, we are gaining an improvement in the quality of customer service. Supported with predictive capabilities, agents are better equipped to handle requests and employees benefit from effective resolutions—a win-win for all.
Predictive Intelligence works 24/7. As soon as a ticket comes in, it’s assigned to an appropriate agent. No time lost, “hops” are avoided, and human error is eliminated. Employees get answers faster and accurately.
ServiceNow Predictive Intelligence is improving the speed and accuracy of auto-assigning tickets, with more than 85% accuracy. We’ve reduced triage time and rerouting, lowering the average time to resolve incidents. Assignment time for each incident has significantly reduced from one hour to less than a minute. Auto-assignment also enables teams to focus on complex incidents and to support increased demand with the same capacity. This shift increases the productivity of support personnel by eliminating mundane tasks.
For the verification of employment, automation speeds up the process. Our HR support teams process verification of employment and personnel file requests with a 50% reduction in handling time, reducing turnaround time. And the supporting team gains more time to focus on priority requests that are of more value for our employees. Over a six-month period, we experienced an average accuracy of 80% for the auto-categorization and auto-assignment of incidents.
Every potential new solution with ServiceNow Predictive Intelligence offers the possibility of improving accuracy, quality and services and overall business efficiency. We continue to look at ways in which we can improve our response times, reduce human error and improve consistency and accuracy.
“We’re always looking for ways to work smarter and faster, and ServiceNow Predictive Intelligence is making that happen.”
— TOM BRUSS, Director – Global IT, ServiceNow
Meet the team
Managing Director – Global IT, Live Technology Services & Support