Brian Wilson
VP, Escalation Management
Brian leads our Escalation Management team globally, which consists of the Account Escalation team that is responsible for managing all account-level escalation engagements for customers who need additional support for particularly complex technical or non-technical situations. Our Major Incident Management team is responsible for internal/external communication, as well as driving, Mass Outages, Major Crisis situations, and all critical P1s.
Recent News
View all
JR
Conference Sessions
Now on Now: Predictive Escalations with Machine Learning
SES1396
<p>At ServiceNow<span style="font-size: 12.0pt;">®</span>, we challenged ourselves to deliver support that dramatically reduces, or even eliminates, customer outages and escalations. Predictive models are key to enabling this goal. We started by building a model based on our own domain expertise – it worked well, but we wanted more. So, we built a new model that uses machine learning and AI to identify data patterns and predict if a customer is at risk of escalation. Join us to learn how this Predictive Escalations with Machine Learning (PEML) model works and has helped prevent hundreds of customer outages within the last two years.</p>
Now on Now: Predictive escalations with machine learning
SES2435
Machine learning and AI are critical to how ServiceNow delivers support experiences. All day, every day, our Support organization uses predictive models to proactively identify customers that need help. This session will focus on how one of these models, Predictive Escalations with Machine Learning (PEML), identifies data patterns to predict if a customer is at risk of escalation. We'll also cover how insights from PEML have improved our processes, products, operations, and training. Join us to learn how PEML has prevented hundreds of customer outages, and our plans for future improvements!