Bhanu Kumar Sirineni
Director of Product Management
Bhanu Sirineni is a Product Manager responsible for AI and Process Optimization capabilities in Customer Service Management . In this role, Bhanu provides product direction and strategy on leveraging the power of AI in customer support organizations so that their support agents can be more productive while enabling their end users to self-serve more. Bhanu has 13 years of experience in launching SaaS solutions and prior to joining ServiceNow in 2019, Bhanu provided advisory services to Fortune 500 companies on improving operational efficiencies and customer engagement using digital tech.
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Identify and fix customer service process inefficiencies with Process Mining
Identify and fix customer service process inefficiencies with Process Mining
Resolve tasks efficiently with Recommended Actions and Contextual AI search
Blackhawk's AI-powered journey to streamlined customer service workflows
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Lab: Process Optimization and Task Intelligence for streamlined customer service
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Conference Sessions
Identify and fix customer service process inefficiencies with Process Mining
SES3213
Optimized processes keep great experiences great. Inefficient processes, like ping pongs between assignment groups and solution rejection by customers, slow down your case resolution. Discover how Process Mining in Customer Service Management get to the root cause by leveraging AI techniques and speed up case resolution.
Identify and fix customer service process inefficiencies with Process Mining
SES3214
Optimized processes keep great experiences great. Inefficient processes, like ping pongs between assignment groups and solution rejection by customers, slow down your case resolution. Discover how Process Mining in Customer Service Management get to the root cause by leveraging AI techniques and speed up case resolution.
Resolve tasks efficiently with Recommended Actions and Contextual AI search
SES3217
Discover the transformative impact of Recommended Actions in making task resolution proactive and efficient for service agents. Explore how this intelligent tool optimizes task resolution workflows, empowers service agents with automatic search results driven by AI, and ML capabilities to provide guidance with next best actions. Gain insights into real-world use cases and understand how organizations are maximizing the potential of Recommended Actions to elevate their customer service experiences.
Blackhawk's AI-powered journey to streamlined customer service workflows
SES2383-K23
<p><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="color: rgb(33,33,33);">Blackhawk Network (BHN) faced contact center inefficiencies, including manual case analysis and spam email management, while supporting 500 products across 100+ lines of business. With the power of </span></span></span></span>ServiceNow®’s<span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="color: rgb(33,33,33);"> Customer Service Management (CSM) and Task Intelligence, BHN has automated requests and optimized processes with AI-powered workflows, freeing agents to deliver exceptional customer service without the burden of routine requests. Attend this session to discover how Blackhawk's remarkable AI journey transformed their business operations.</span></span></span></span></p> <p> </p>
Lab: Process Optimization and Task Intelligence for streamlined customer service
LAB1681-K23
Learn how to use Process Optimization and Task Intelligence in ServiceNow®’s Customer Service Management to uncover and eliminate inefficiencies in your processes and improve agent productivity to deliver great customer service experiences. Instructors will guide you through a hands-on lab where you will learn to: • Gain insight into sub-optimal routing, poor service, and service level breaches and quantify the financial impact • Use AI capabilities such as language detection, sentiment analysis, auto categorization/routing to fix those inefficiencies
Customer Service Management Roadmap: Transform customer and agent experiences
SES3529
Discover the latest in Customer Service Management (CSM) and how we are transforming Customer Relationship Management (CRM). CSM product leaders will share recent innovations and the FY25 roadmap, including AI's role in enhancing customer and agent experiences. Learn how our unified, connected approach strengthens CRM for a complete customer view, boosting productivity and satisfaction while fostering loyal relationships. Plus, see how ServiceNow AI Agents are revolutionizing customer service efficiency and effectiveness.