Inclusion Cloud Digital Engineering
November 1, 2023
🕒 5 minutes
AI ServiceNow Customer Service
Table of Contents

Artificial Intelligence (AI) is no longer a futuristic concept; it’s here, and it’s transforming the way companies interact with their customers. With the ability to analyze vast amounts of customer data in real time, AI offers businesses a unique window into individual customer behavior, preferences, and needs.

One of the most significant contributions of AI to customer experience is personalization. From Amazon’s product recommendations to personalized marketing campaigns, AI systems leverage consumer data to deliver hyper-personalized experiences.

But the power of AI doesn’t stop at personalization. It extends to every touchpoint along the customer journey. AI-powered customer service, predictive analytics, and intelligent experience engines are revolutionizing business growth and setting new benchmarks for customer satisfaction.

In this article, we will delve deeper into how AI is enhancing customer experience, offering insights into the latest trends, applications, and best practices.

Understanding ServiceNow: An Overview

ServiceNow, a cloud-based Software-as-a-Service (SaaS) platform, is making waves in the enterprise world. It’s not just a tool; it’s a comprehensive solution that automates organizational processes, delivering a consistent, consumer-like experience.

At its core, ServiceNow is all about streamlining. It takes the mundane, routine tasks that eat into employees’ day and automates them, freeing up time for more critical work. But it’s more than just an efficiency tool. ServiceNow is the rocket fuel powering digital transformation strategies for businesses, accelerating their journey towards becoming smarter, more connected enterprises.

The Now Platform, the foundation of ServiceNow, is a versatile and scalable cloud solution for IT, operations, business management, and process automation. It enables users to identify the root cause of issues they encounter and correct these issues via self-service.

The Intersection of AI and ServiceNow

The intersection of AI and ServiceNow is a dynamic synergy that is revolutionizing the way businesses operate. ServiceNow, with its intelligent automation capabilities, is harnessing the power of AI to deliver enhanced customer experiences and optimize operations.

At the heart of this integration is AIOps – a blend of AI and operations. AIOps harnesses the power of AI to automate and streamline IT operations, enabling businesses to identify and resolve issues more efficiently. The result? Increased productivity, reduced costs, and improved service delivery.

Generative AI, another key component of the ServiceNow platform, adds another dimension to this mix. It allows for the creation of new models and solutions, further enhancing the capabilities of ServiceNow.

ServiceNow also offers a virtual agent powered by generative AI, making it easier for enterprises to employ AI more effectively. This tool assists users in resolving issues, reducing the need for human intervention, and improving overall efficiency.

Key Features of ServiceNow That Leverage AI

ServiceNow is harnessing the power of AI to deliver a suite of features that are transforming business operations. Here’s a look at some of its key AI-enabled components:

Predictive intelligence

This feature leverages machine learning algorithms to anticipate and resolve issues proactively. It helps organizations maintain optimal performance by predicting potential problems before they occur.

Virtual agent

The ServiceNow Virtual Agent, powered by AI, is an interactive chatbot that helps reduce service desk call volume by providing immediate, automated responses to common queries. It offers personalized customer interaction, resolving requests efficiently and effectively.

Knowledge management

ServiceNow’s AI-enabled Knowledge Management system uses machine learning to organize and categorize information, making it easier for users to find what they need. It delivers relevant content to users based on their roles and past search behavior.

Performance analytics

With AI-powered analytics, ServiceNow provides real-time insights into business operations. It helps identify trends, measure service delivery, and make data-driven decisions to improve overall performance.

How ServiceNow Uses AI to Boost Customer Experience

Customer satisfaction and resolution times are two of the most important metrics for any business. ServiceNow is using AI to transform customer service by providing businesses with the tools to improve both.

With advanced chatbots, Predictive Intelligence, and AI-driven Performance Analytics, ServiceNow helps businesses to:

  • Understand customer behavior in real-time.
  • Make data-driven decisions to improve the customer experience.
  • Reduce resolution times.
  • Increase customer satisfaction.

Step-by-Step Guide to Implementing ServiceNow for Improved Customer Experience

With its powerful AI capabilities, ServiceNow can help you automate tasks, streamline processes, and provide personalized support to your customers.

Here’s an eight-step guide to getting started with ServiceNow:

Define your goals

Before beginning the implementation process, it’s crucial to define what you want to achieve. Do you want to improve customer service? Streamline operations? Increase productivity? Defining your objectives will guide your implementation strategy.

Choose the right ServiceNow products

ServiceNow offers a range of products, each designed for specific business needs. Choose the ones that align with your goals. For instance, the Customer Service Management (CSM) module is excellent for enhancing customer experiences.

Plan your implementation

Develop a detailed plan outlining how you will implement ServiceNow, including timelines, resources, and responsibilities. This step will help ensure a smooth and efficient implementation process.

Configure the system

ServiceNow is highly customizable. Configure it to fit your business processes and workflows. You may need to involve IT professionals or ServiceNow consultants in this step.

Import data

Bring your existing data into the ServiceNow system. This could include customer information, past interactions, incident reports, and more.

Train your team

Ensure your team knows how to use ServiceNow effectively. Consider investing in training sessions or workshops.

Go live and monitor

Once everything is set up, go live. Monitor the system closely in the initial stages to identify and resolve any issues quickly.

Continually improve

Regularly analyze your ServiceNow performance data to identify areas for improvement. Consider engaging with a ServiceNow partner for ongoing support and optimization.

Note: In case you need help with any of these steps, Inclusion Cloud is here to help. Make sure to contact our experts to help you out.

Real-world Examples: Businesses Benefiting from ServiceNow’s AI Capabilities

Companies worldwide are harnessing the power of ServiceNow’s AI to transform their operations and improve customer experiences. Here are more examples:

  • Inclusion Cloud: Inclusion Cloud leveraged ServiceNow’s AI capabilities to build accessibility solutions. These solutions help them provide better support to customers with disabilities, resulting in improved customer satisfaction.
  • NVIDIA: NVIDIA collaborated with ServiceNow to develop enterprise-grade generative AI capabilities. This partnership aims to reshape business operations and fast-track the adoption of generative AI in enterprises.
  • Siemens: Siemens has harnessed ServiceNow’s AI to streamline its HR services, providing a smoother, more efficient experience for its employees.

Overcoming Challenges in Implementing AI with ServiceNow

Implementing AI with ServiceNow can present certain challenges, but they can be effectively managed with the right approach.

Here are some strategies to overcome common hurdles:

Optimizing internal processes

Before implementing AI, it’s crucial to streamline and optimize existing business processes. This ensures that the AI system fits seamlessly into your operations.


Over-customization can lead to a complex and hard-to-maintain system. It’s essential to configure ServiceNow to meet specific needs without overcomplicating it.

Data Quality

Poor data quality can hinder the effectiveness of generative AI. To overcome this, ensure that your data is clean, accurate, and relevant.

Algorithm selection

Choosing the right algorithms for your AI is critical for successful implementation. Focus on algorithms that align best with your business objectives.

Change management

Successfully managing change is key to a smooth transition. Identify common challenges in change management and develop strategies to address them.

The Future of Customer Experience: AI and ServiceNow

The future of customer experience is being shaped by the powerful convergence of AI and platforms like ServiceNow.

This combination is empowering organizations to deliver superior customer experiences in several ways:

  • Personalized Interactions: AI enables businesses to provide tailored, meaningful interactions, enhancing customer support and solving problems faster.
  • Efficiency at Scale: AI’s ability to collaborate with humans and adjust according to their needs—at scale—creates a seamless customer experience. This collaboration can boost customer loyalty and improve businesses’ bottom line.
  • Empowering Humans: AI-powered customer experience solutions reduce delays and provide actionable data, empowering employees to deliver better services.
  • Reimagining the Customer Journey: Platforms like ServiceNow allow businesses to map, design, and measure each touchpoint in the customer journey, driving positive business outcomes.
  • Enhancing Digital Channels: As more customers embrace digital channels for queries and support, AI can supercharge these platforms to meet growing demand and expectations.


In the digital era, exceptional customer experience is crucial, and platforms like ServiceNow play a pivotal role. The platform’s AI capabilities are transforming customer interactions, enhancing personalization, and improving efficiency.

However, implementing AI with ServiceNow can present challenges. These can be surmounted with a strategic approach focusing on process optimization, meticulous customization, data quality, algorithm selection, and effective change management.

Looking ahead, the fusion of AI and ServiceNow will continue to redefine customer experience, promising more personalized, efficient, and impactful interactions.

Inclusion Cloud can help you leverage ServiceNow to deliver superior experiences. Stay ahead of the curve by following Inclusion Cloud on LinkedIn for the latest in AI and customer service.

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