How intelligent help is just the ticket for greater efficiency
May 3, 2021
May 3, 2021
We’d all like to think our IT systems run without any issues. But when you’ve a global workforce embracing new technologies daily, you’re bound to have some hiccups along the way. How you solve those problems has its own challenges.
Traditional IT ticket incident processing can be time-consuming and frustrating for the end user. You know the story; the incident ticket is routed to the wrong person; the agent makes a mistake or the problem takes too long to resolve.
With more than 500,000 people, Accenture is familiar with offering support at scale. But with our laser focus on business efficiency and making life easier for our people, we decided to take advantage of ServiceNow Predictive Intelligence—the built-in layer of artificial intelligence (AI) that automates routine processes and enables better work experiences.
Our latest case study explains what we did and some of the benefits we’re seeing as a result. On average, our IT support teams respond to 10,000 technology incidents daily from employees around the globe. To manage the high volume and nature of these requests, ServiceNow’s Predictive Intelligence capability works behind the scenes to identify issues, auto-categorize the ticket into the appropriate queue and recognize common incidents. It takes away some of the manual work and frees up our agents to provide more value-add services for our people.
It’s not just how we run IT support that’s benefitting from this versatile capability, either. We’ve also applied ServiceNow Predictive Intelligence in a Human Resources (HR) context.
So for instance, we’ve been able to respond to hundreds of requests for verification of employment (VOE) letters and personnel file requests every month, a process that used to be entirely manual. We convert VOE requests into a ticket which is scanned and finds matches against a pre-programmed solution so that it can be auto-assigned to the right support queue. It makes it far easier for the HR team to finalize verification letters and get it in the hands of the right employee.
Here’s some of the benefits we’ve found from applying predictive intelligence when handling high-volume queries and tasks:
Take a look at our case study to find out more about this human+machine approach. As we continue to look at new ways to improve our response times, reduce human error and improve consistency and accuracy, ServiceNow Predictive Intelligence is proving just the ticket for business efficiency.
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