based on the growth consulting i do, i have identified multiple problems that are common across the companies that can be considered as MSMEs.

Adoption of AI to bring in efficiencies

1. service now already does a good job of formalising the processes and automating them to bring in business clarity and reduce the ineffiencies.
2. when service now is implemented for a client it becomes a rich source of the actual intelligence from the ground. based on this data and intelligence we have a lot of scope for automation, workflow improvement and changes in processes.

We are working on

We are working on a couple of things with service now right now.

Improve customer service with smart inbox

1. triage emails.
2. clustering based on the analysus.
3. identify intent.
4. specify next action item.
5. show them next action item in a interface. once customer approves do it.
6. check the confidence levels based on customer actions against the suggestions made. once the confidence level is above 80% ask for automation approval.

Referenced in:

• Consulting