TechSee’s remote visual assistance solution is the driving force behind ServiceNow Virtual Agent, enabling agents to see exactly what their customers see directly from the ServiceNow console. This enables them to rapidly identify issues, find the correct resolutions and guide customers using Augmented Reality on their smartphone screens.
Although conversational AI platforms – known as chatbots – have become commonly used across enterprises to automate and scale one-on-one conversations, their ability to troubleshoot issues is limited simply because chatbots cannot see. When a customer interacts with a chatbot, the success of the communication is highly dependent on the customer’s ability to accurately describe (and type) the issue at hand. The chatbot’s ability to interpret the customer’s phrases, nuances and complex reality is limited as well, resulting in a less than stellar record of resolutions.
TechSee’s visual assistance platform was the ideal technology for ServiceNow customers. TechSee is now seamlessly integrated within ServiceNow to deliver real-time, AI-powered remote video assistance. The scalable solution, called ServiceNow Virtual Agent, is an end-to-end, intelligent conversational experience that enables instant resolution to common requests, increases employee and customer satisfaction, and keep agents focused on more pressing issues. TechSee’s intelligent visual capabilities has enabled ServiceNow to expand operational efficiency with its multi-patented, browser-based service for intuitive, app-free visual engagement.
ServiceNow Virtual Agent redefines the support experience, enabling customers to help themselves 24/7 while still receiving a personalized experience on a single, secure platform. The technology boosts call deflection and agent productivity by automatically routing issues to a chatbot, thereby reducing call volumes and increasing efficiency.
for constant access when logged into ServiceNow
ensuring effortless experience for agents and customers
avoiding the need to download an app and eliminating friction
enabling experts to review previous customer episodes
for recognizing devices and their issues and pulling resolutions from the Zendesk Guide
CRM Connector SSO
and enhance brand loyalty with frustration-free issue resolution
and enable experts to achieve more remote resolutions
with an innovative visual solution
between departments to optimize service delivery and refine best practices
across all engagement channels, reducing Time to Resolution and avoiding escalations
to give users resolutions in seconds—no need to wait for an available agent
cut costs, increase agent productivity, and operational KPIs