Transformation of service desk operations by using ServiceNow agent chat

SES2822

<p>Infosys collaborated with Cummins to revolutionize service desk operations by replacing existing agent chat tool with a ServiceNow<span style="font-size: 11.0pt;"><span style="">®</span></span> agent chat feature. By incorporating dynamic wait time calculation, auto routing based on language, skills and rollover criteria, queue manager functionality, and viewing restrictions based on agent discretion, the efficiency of service delivery enhanced significantly. Integration with Teams to streamline communication while utilizing automation features and dynamic translation have improved user interaction enabling cost reduction and enhanced productivity.</p>

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