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>

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Now on Now: Driving Customer Support Agent Productivity for Higher CSAT

SES7778

In this session, you'll learn how we are using our AI platform to lower resolution times and enhance customer satisfaction. We are using AI agents to deliver context-aware knowledge and real-time recommendations, streamlining ticket handling so agents can focus on higher-value tasks.