- Hello everyone. Hello everyone. My name is Ken Blaise and I am part of the technical marketing team here at ServiceNow. I had a session yesterday and I had a weird question come up after the end, so I just want to address the elephant in the room. Yes, my name is Ken Blaise, that is how I pronounce it, and I know that it sounds amazing. So now that that's done. (Ken chuckles) We all are in a tech space, so I'm pretty sure that we all have heard of digital transformation at some point in our time, and that term kind of became very popular right during COVID and then thereafter. So digital transformation speaks to how an organization takes different assets of a business and transforms it, utilizing technology to enhance both the employee and the customer experience. But oftentimes with digital transformation, that whole process is done in silos, right, and you get disparate systems that are created so that the left hand isn't talking to the right hand and vice versa. So when this happens, it leaves those folks who are involved in said processes unaware of statuses for customers, the customers are left outta the loop, right, and nobody knows what's going on. So enter ServiceNow where we provide a seamless omni-channel experience augmented with AI, as well as contact center as a service integration to route cases and automation from one agent to another as needed. We intelligently automate and orchestrate work across the entire ecosystem of businesses to ensure that customer situations and issues are handled that much faster. And when we do do this automation, cases are broken down into discrete and simplified task, which can be run in parallel so that businesses operate much quicker and they get to resolution for customers ensuring that revenue is recognized, customer satisfaction is high, and products get to where they need to get to. So at it's foundation, ServiceNow was built differently enabling organizations to transform faster. Unlike competitors, we haven't cobbled our acquisitions together, we're not out trying to buy different companies. We're ensuring that with our platform and it being cloud, with it being in the cloud architecture, all our solutions are powered by AI workflows. And through those AI workflows, we're continuously creating innovations in both regular AI, as well as generative AI and embedding them directly into the Apple, into the platform, giving you one solid architecture, right. It's one underlying data model connecting all your business processes together. And if and when we do purchase or have an acquisition of any type of third party program or other technology, that technology is placed into the platform, re-platformed for the ServiceNow platform so that as a customer you inherently gain all that functionality within your environments. So generative AI and AI in general serves as a catalyst to help increase productivity as well as growth. ServiceNow is Generative AI, you might have heard of it called NowAssist, helps organizations transform intelligently, right, ensuring that there are faster and smarter cell service options for customers, ensuring that we're removing the manual work for agents, ensuring that developers are empowered with our text to code solution. And last but not least, we're improving processes all across the organization to ensure that bottlenecks are removed. So through NowAssist, we've seen a 20% reduction or deflection, right, of cases through self-service. We've minimized the amount of time it takes agents to wrap up the cases, cutting that in half, and agents are getting up to speed, about 37% faster than what they normally would've been doing with NowAssist and Generative AI within in the ServiceNow platform. So today we're going to drill down into two specific products within customer workflows. First one being customer service management, right, which ensures that the end-to-end experiences for agents as well as employees are done transparently and handled quickly, ensuring that issue resolution is maximized and delays are minimized. We've analysis for CSM agents, or customers can utilize our virtual agent and enjoy a much richer experience through conversational interactions, ensuring that they get what they need. So for example, if a customer is running through self-service 'cause they have an issue with a printer, NowAssist can utilize knowledge articles that are built into the ServiceNow platform and instead of just populating one article, right, NowAssist will take a summary of all of the knowledge articles that are within the platform and generate that summary for the customer, giving them a unique experience to hopefully get their situation resolved. With all of that, customer service management helps employees as well as organizations save times by no longer having to do manual work again and ensuring that the best experiences are spread across everyone involved in said processes. The other product I want to feature today or showcase today is field service management. Where work orders can automatically be created from customer service cases complete with visibility across the spectrum for agents, for technicians out on the field, and most importantly customers as well. So ServiceNow facilitates all the work, the collaboration between operators, technicians, customers, which leads to again increased revenue, decreased cost, and improved first time fixed rates. So with that being said, and the reason why I feel like you all are here, I'm gonna showcase some of this innovation with you today. Come here. End the slideshow. Perfect. So in this scenario, we have a store manager named Sofia. In the store, she's having an issue with one of her point of sale devices which are malfunctioning, and obviously if the point of sale device is malfunctioning, she's unable to process transactions and she can't recognize any revenue 'cause she can't charge everyone. So here she starts off on the business location service portal. She invokes NowAssist and NowAssist first wants to verify the location that she's working out of where she says is correct. Once she does that, she sends note to NowAssist saying, "Hey, my POS is malfunctioning and I need to get his resolve immediately. Once she submits that, NowAssist then generates information from the knowledge article to help her along to see if this gives her the resolution that she's looking for. Unfortunately it does not work, and she says, "Show me more results." NowAssist says, "Well, you know what? I don't have anything else for this. Let me get you to a live agent because I feel that this may not be a situation that I can help you with." So with that, the interaction is routed to agent John Jason. And on John's workspace, we see that he gets a interaction record to accept. Now once he accepts that record, we see within his chat that he is automatically populated a summary of everything that Sofia has done, right, keeping him up to speed, getting him up to speed, excuse me, and ensuring that when he jumps into this interaction, he's not asking her to repeat herself from the beginning. So with that he says, "Hey Sofia, have you tried X, Y and Z?" She says, "Yep, I've tried that, it's not working." So John says, "You know what? Let me go in and create a case for you because we're probably gonna need to get somebody out there." So he creates the case and then through the case creation a playbook gets opened up which ensures that he follows the guidance to get this case resolved using step by step, using steps to help ensure that the case is resolved uniformly and that he's not doing anything that may be out of SOP, and ensuring that the company is following the manufacturer steps. And through following the manufacturer steps, sees that this case has the term POS within it. Using that context from the case, the platform recommends a troubleshooter for him to follow. So he opens up this POS troubleshooter because again, the platform feels that this may be something that can help him. So he asks Sofia the questions that are relevant to the troubleshooter, have you tried ensuring that the POS has restarted it? Have you ensured that's connected properly to the hardware? Now she says, "Yes, I've done all of that. It hasn't worked." "Cool, no problem." He selects those options, and then the troubleshooter says, "Create a work order, get somebody out there because we cannot fix it on our end." So he creates the work order, and then we see that he lets Sofia know about that and the work order task is right there. He marks that step of the playbook complete, drills down into the work order. And we see that the work order is currently in a ready for dispatch state. So with it in that state, we transition over to our field dispatcher, Lisa Ray. So Lisa begins her day in the dispatcher workspace. And in this workspace it brings all pertinent information relevant to her front and center. So she's not having to all tab, go to one software or another software, everything is in one spot for her, one single pane of glass. So she sees the work order that was created by John, and she goes in and she adds relevant knowledge articles that she fills may help John ensure that it was a first time fix rate for this work order. She attach the work order to the case and she also attaches relevant parts for this work order to ensure that once he gets there, he doesn't have to go back and forth to a warehouse or find a different agent to find parts to get this resolved. he auto assigns the case, she auto assigns the case, and we see that the platform wants to assign the case to technician Alex Ray. Through this, the platform is utilizing Alex's skillset as well as his availability and any other business rules that may be applied to ensure that's going to the right technician the first time. So she confirms this assignment, and then from there we transition to our field dispatcher. Now Alex has the power of in the palm of his hands. So here he sees the work order task that has been created. He accepts the task, and he taps "Start Work". Once he taps "Start Work", he starts getting into the weeds of the job, he starts doing whatever he has to to get it functional. And then Lisa using Generative AI and NowAssist can summarize the work steps he's taken thus far to see where he's at within repairing this POS device. So back on Alex, after he's done with getting the unit back up and running, he's ready to close out the work order task. He taps on "Close Complete", and then here we see that he has a prompt to generate closure notes directly from the ServiceNow mobile agent app. Again utilizing GenerativeAI and NowAssist, we see that NowAssist has taken all the steps that he's taken to summarize the work order and create the steps so that he doesn't have to type it out on his own, thus enabling him to be more productive, saving time, and dramatically increasing his wrap up time. Once he submits the case, the work order, that gets closed out and we transition back to our agent, John Jason. So on John's workspace, he sees that the work order task is now in a closed state, and he goes to the last step of the playbook to resolve it with first time fix. He adds his notes, and then he proposes that solution. With the solution proposed, Sofia on her end logs back into the service portal for her location. She says, "Thank you so much John." And then she accepts the solution letting him know that the POS device is back up and running and the store is now good to go. Which completes the demo at that end. So that was just one example of how NowAssist can help organizations as well as customers get the most out of ServiceNow, right. With NowAssist, organizations can operate that much faster, ensuring that they have everything they need to bring solutions to their customers, enabling self-service, as well as quick resolutions for agents. Before I close out, I just want to highlight some of the other events that are happening here and I highly recommend that you check them out, including the Field Service Roadmap, showcasing where field service is going to be in the future. But with that being said, again, my name is Ken Blaise and I wanna thank you all for coming. Thank you. (audience applauding)