ServiceNow Virtual Agent delivers intuitive self-service for end users, giving them instant access to the information and services they need while offloading agents. With ServiceNow Issue Auto Resolution, you can extend the benefits of Virtual Agent across multiple channels, allowing you to proactively deflect high-volume, non-critical issues and accelerate the resolution process. Issue Auto Resolution uses a combination of native language understanding (NLU) and AI Search to identify an appropriate Virtual Agent topic, knowledge article, or catalog item to address and deflect the issue. This content is then delivered to the user through a configured response channel, such as email, SMS, the Service Portal, or Microsoft Teams.

The Impact Jumpstart Your Issue Auto Resolution Accelerator gives you the key knowledge and insights you need to get started using Issue Auto Resolution. It provides an overview of its capabilities, along with a demonstration, guidance on how to configure it, and pointers to key resources.

Who should consider using this Accelerator?

This Accelerator is designed for ServiceNow customers who want to increase issue deflection while providing more responsive self-service to end users. This Accelerator is recommended for customers who are licensed for IT Service Management Professionals and using Virtual Agent, and are either:

• In the process of implementing Issue Auto Resolution, or
• Interested in the capabilities and benefits of Issue Auto Resolution.

Why choose this Accelerator?

This Accelerator gives you critical information you need to know to start successfully implementing Issue Auto Resolution. You get:

• An overview of Issue Auto Resolution features and how these can help you to deflect issues and deliver more responsive self-service.
• A comprehensive demonstration of Issue Auto Resolution capabilities using a copy of one of your instances (which you can select). This gives you a initial view of what your implementation would look like and allows you to start building requirements.
• Pointers to key resources and guides that will help you get started using Issue Auto Resolution.

How does the Accelerator work?

The Accelerator includes the following:

• Initial coaching session. This is a 90-minute session where ServiceNow experts will give you an overview of the features and benefits of Issue Auto Resolution, along with a comprehensive demonstration of its capabilities using the Service Portal. In addition, we'll give you an overview of how to configure Issue Auto Resolution, and we'll explain how to use the Analytics Dashboard to monitor Issue Auto Resolution performance. You will also get pointers to key resources and guides that will help you with a successful implementation.
• Optional coaching session. You can request an additional 60-minute follow-on session to ask any additional questions you have about Issue Auto Resolution. Note that you can also access the technical consultant who delivered the Accelerator for 30 days.

Get started today

Issue Auto Resolution lets you proactively deflect high-volume, non-critical issues while accelerating issue resolution for end users. It uses NLU and Ai to identify appropriate Virtual Agent topics or other relevant content for submitted issues, and then automatically delivers this content to users via email, SMS, or other configured response channels. The Impact Jumpstart Your Issue Auto Resolution Accelerator gives you a comprehensive overview and demo of Issue Auto Resolution capabilities, shows you how to configure it, and gives you pointers to key resources to help with implementation.