so we hear this far too often from customers in the field my tickets always gets lost in the it black holes or i can never get the answers to my problems at work but i can simply find them on google in seconds at home it takes me weeks to get something that should take days or even a day think amazon now end of the day this is not the experience you and i expect at work so let's show you there's a better way in this demo we'll look how servicenow simplifies employees really getting them the services they need also giving the employees the answers and help anytime and anywhere and finally we'll look at how we can break down those silos and really improve cell service with some native mobile apps as well as built-in virtual agents so let's go ahead and get started this is servicenow's employee service center a one-stop shop for employees to get answers they need no matter the department i t hr legal finance it doesn't matter it even offers real-time banner information such as the crm outage the portal even gives joe a list of useful information about upcoming team events and even when it's a time for a laptop refresh clicking into the link joe gets guided information on how to complete such tasks as someone who's part of a team who's responsible for overall employee satisfaction he is able to gain real-time visibility into csat scores retention rates and things of that nature thanks to the now platform looking here this is the virtual agent now it's a virtual agent with natural language understanding delivering human-like conversations for a customer service experience so instead of selecting a topic joe can just type in password reset and it would kick off a secure password reset process all without calling a live agent or waiting on an email we just saw an extremely common type of it request handled with ease let's try one around pay once again by simply typing in the issue the virtual agent not only recognizes the problem but offers a few options toward a solution with one of the options selected the virtual agent immediately populates a knowledge article specific to pay discrepancies now as joe reviews the article we can see there are a few helpful functions such as the usefulness of this article for his problem as well as overall rating information thereby helping the overall knowledge-based strategies championed by this company now for the sake of this demo we could say that this article did not help and an in-chat calendaring feature helps pinpoint specific payment periods and additional comments are added to the ticket this will be auto routed and auto assigned to the right agent so let's talk about a walk of experience now genius or tech lounges can be truly beneficial even in unprecedented times such as these the quarantining the social distancing to ensure that our employees have the right tools they need to be productive now for the sake of this demo we can see that a variety of tech lounges around the world are closed however san diego is open 24 7. in selecting this location joe quickly gains insights about the location such as the hours of operation even if there is an online check-in available also how many others are waiting in the queue beforehand joe even has the ability to make a contactless laptop pickup for first thing monday morning so we discussed how we want employees to get help anytime anywhere this is the now mobile app native mobile for the enterprise and because it's powered by a single cloud platform employees like kerry can have the same robust experiences as joe just did for example a google-like search quickly populates information on the company's time-off policies even the ability to again mark and rate the article as useful within this app carrie can also save it to his favorites for quick reference later on because it's a mobile first app it can leverage all the security and tools built into the mobile device such as a camera to quickly scan qr codes or other assets to better identify issues for it or facilities things of that nature now the genius or tech lounge feature is just as simple and convenient for carry on mobile as it was for joe on his computer as we see here let's talk about virtual agents on mobile because virtual agent is native to the now platform service requests such as password resets become a breeze with nlu even has the ability to offer a step-by-step prescriptive approach to resetting a password again all without ever needing human intervention so that was mobile let's close on some final thoughts on your tech lounge experience an experience that we call servicenow walk up so here we see an ipad or some kind of mobile tablet this could be placed outside the lounge for a contactless walk-up experience so the employees can get the tools they need to be productive quickly as we can see here it even has a native q positioning leaderboard with service time estimates that can be placed on a large monitor in or outside a facility and what good are these services without the ability to track and understand the quality of the services the company is giving to its employees inherent dashboards give insight to average wait times service time c set scores even overall inventory levels all within a single pane view this concludes my demo there is so much more but hopefully this gives you insight on how to deliver enterprise grade like consumer experiences anytime anywhere even in unprecedented times by simply using a cloud platform companies can break service silos and simplify how employees get the services they need now for a deeper dive on this demo or any of the subject matter within it please reach out to your account rep also please check out some of these useful links found here and with that i thank you for spending your time with me