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.