Analytics, Intelligence, and Reporting:
Optimize processes and increase productivity with Performance Analytics, virtual agents, and machine learning. The Analytics, Intelligence, and Reporting products help provide many different kinds of data to many different kinds of users. Listen to the Story of the Four Stakeholders, which describes the kinds of data different people in your organization might want to see. For more Servicenow Training
Get the insights you need:
The Analytics, Intelligence, and Reporting products can help you to lower costs and increase productivity through process improvement, self-service, and automation. Service owners can deliver and refine AI capabilities quickly, gaining greater insight into real-time patterns and trends for service delivery teams.
This information enables you to make better, faster decisions—without the need for data science expertise.
Highlight of Analytics, Intelligence, and Reporting features:
Make smarter decisions with embedded intelligent analytics
Use Performance Analytics to establish a foundation of metrics and visualizations to drive greater visibility, alignment, and continuous improvement across your business.
Identify and rank records of interest based on multiple weighted criteria
Use Spotlight to define weighted criteria to identify and rank records that require attention, such as when triaging incidents or performing lead scoring.
Quickly take action through self-service
Virtual Agent is a chatbot that simulates the conversations or messaging interactions a human agent would typically have with a user. With a virtual agent in place, customers, partners and employees making requests and inquiries receive automated responses from a bot instead of from a person. Learn more from ServiceNow Online Training
Enable the system to learn and respond to human-expressed intent
Natural Language Understanding enables the Virtual Agent chatbot to understand the intent of what people are looking for and provide them with more relevant answers
Improve the interactions between processes and human service agents
Use Predictive Intelligence in combination with Virtual Agent to deflect tickets, reduce call volumes, and automate common requests to deliver great service experiences.
Performance Analytics:
Performance Analytics enables businesses to set, track, and analyze progress against goals. The products helps you improve performance and accelerate continual service improvement by:
- Tracking critical process metrics and trends.
- Measuring process health and behavior against organizational targets.
- Identifying process patterns and potential bottlenecks before they occur.
- Continually visualizing the health of processes through both historical and real-time statistics in role-based dashboards enabling individual stakeholders to make informed decisions.
Spotlight:
Spotlight illuminates records that otherwise you might overlook due to evaluating only one aspect of given records. You can define weighted criteria to identify and rank records that require attention, such as when triaging incidents or performing lead scoring. Learn Practical Skills from Servicenow Developer Training
You can rank records based on multiple dimensions, instead of by a single field value such as priority. While most organizations address high-priority items in a timely manner, lower priority items sometimes are not addressed for an extended period of time. Spotlight helps you focus on items based on business need.
Virtual Agent:
Implementing a virtual agent to handle common requests and tasks enables your users to get immediate help, day or night. Providing your virtual agent on channels familiar to your users, such as third-party messaging apps, to offer a convenient way for them to contact you. A virtual agent can also offer personalized customer experiences by applying and remembering user information during the conversation.
Natural Language Understanding:
Natural Language Understanding (NLU) provides an NLU model builder and an NLU inference service that enable the system to learn and respond to human-expressed intent. By entering natural language examples into the system, you help it evaluate word meanings and contexts so it can infer user or system actions.
Predictive Intelligence:
Predictive Intelligence uses machine learning to shorten triage and categorization time, contributing to higher customer satisfaction. Pinpoint issues and deliver actionable insights to get service owners and agents to faster resolutions.
To get in-depth knowledge, enroll for a live free demo on Servicenow Developer Training
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