In our efforts to continually innovate and improve the overall caregiver experience, IS will be deploying a new ServiceNow “Virtual Agent” chat bot to assist caregivers with technology and Service Desk needs.
This new chat capability leverages Artificial Intelligence (AI) and Natural Language Understanding to assist caregivers with common tasks, such as checking the status of a ticket, approving a pending request, updating or resolving an open ticket, searching the knowledge base, and more over time as we work to add additional features and functionality.
How will this impact me?
There will be three release waves expanding the availability of the chat bot throughout the enterprise.
- The first wave occurred on January 19, 2021 and makes the chat bot available to IS caregivers with ITIL license in ServiceNow.
- The second wave will expand to make the chat bot available to all Shared Services caregivers on February 23, 2021.
- The final wave will expand the chat bot to all caregivers across the enterprise in March 2021.
The caregiver experience for those individuals once it has been released to them will be:
- Caregivers navigating to the IS Self-Service Portal will see a new chat bubble in the lower right-hand portion of their screen. That will give them a shortcut to interact with the AI-powered virtual agent.
- Caregivers who initiate a chat session using the ‘Chat with IS’ feature on the Self-Service Portal will begin their chat session by interacting with the Virtual Agent. If the Virtual Agent is unable to meet their needs, the care giver will then be transferred to a live agent.
- Caregivers who have previously used the “Chat with IS” feature will notice a new look and feel as a result of the introduction of the AI-powered chat bot.
Three waves of the AI-powered virtual agent chatbot release
- January 19, 2021 for IS caregivers who have ITIL permissions in ServiceNow
- February 23, 2021 for the rest of IS, RESO, and Shared Services
- March 2021 for all other caregivers across Providence
More information
Contact Ami Worcester, exec. director, Service Transformation, with any questions or concerns or ask them in the already active Yammer discussion.