Modernize the IT Service Desk with 3CLogic for ServiceNow IT Service Management

Today we're going to explore specifically a very common IT use case, which is someone calling in with an issue about a device that's not operating correctly. For today's purposes, we're going to focus on a scanner that's simply not working. And what you'll see is the power of 3CLogic's Voice AI, together with ServiceNow's IT Service Management, or ITSM platform, coming together to help troubleshoot the issue without necessarily requiring the assistance of a live agent, and we'll do so leveraging the knowledge base you have here on screen, which the AI agent is going to leverage to proactively walk through a couple troubleshooting steps before automating the creation of an incident inside of ServiceNow. Let's give it a shot. Hello, I'm Lou, your device support specialist. How can I help you today? Yeah, Hi Lou, I'm having a problem with my scanner. Hi. Sorry to hear you're having trouble with your scanner. Before we dive into troubleshooting, could you please provide me with your store ID, employee number, and your name? That way, I can assist you better. Yeah. The store ID number is twenty two twenty one. My employee ID number is k m ten forty one, and my name is Tony. Thanks, Tony. Let's get started with your scanner issue. Could you please describe what problem you're experiencing with the scanner? Is it not powering on, not scanning items, or something else? Yeah. It's just not powering on. Got it, Tony. Let's try a simple step first. Please check if the scanner is properly plugged into the power source and the power cable is securely connected. Let me know if the scanner powers on after that. Actually, that was the first thing I tried. No go. Thanks for trying that, Tony. Next, let's check the power outlet. Can you try plugging the scanner into a different power outlet to see if it powers on? Let me know how it goes. Sure. Give me a minute. Take your time, Tony. Just let me know when you're ready. Okay. I've tried that. It is not the power outlet. Thanks for checking that, Tony. Let's try one more step. Please inspect the power cable for any visible signs of damage or wear. If you have another compatible power cable available, try using it to see if the scanner powers on. How does it look? Actually, the cable does look damaged. Looks like it's been bent behind the table. Please wait while I create an incident for you. Thanks for letting me know, Tony. I've created an urgent incident to get a replacement power cable sent to your store. The incident number is I n c zero zero one two nine one two. If you need further help or want to receive a cable, feel free to reach out. Is there anything else I can assist you with today? No. Thank you. Alright. So what you can see here is the Voice AI agent, Lou, in this case, actually leveraged all of these different steps, specifically in the knowledge article, to walk through a couple proactive steps of the most common issues that presumably create, you know, inoperable scanners. And sure enough, as a result, was able to identify that one of the cables, together with my help, was in fact damaged. And in the process, went ahead and proactively created an incident in ServiceNow. So this is ServiceNow's IT service management platform, and if I go ahead and refresh the screen, you can see here that sure enough, a damaged scanner cable incident or ticket was created, and if we open that ticket, we will quickly see that most of the information is using generative AI summarized within this ticket. So you have the short description, but more importantly, that the scanner was not powering on, that the employee was Tony, and that ultimately was as a result of a damaged cable that needs replacement. And so, all of that is being automated inside of ServiceNow IT Service Management as a result of the conversational experience that took place, thanks to the 3CLogic Voice AI agent proactively walking through some of these steps, and ultimately at helping to identify the issue, and doing so in a way that really mitigates the need to have these types of simple requests always go to a live human agent. And so this is an example of how you can ultimately address a pretty substantial portion of the call volume that comes in, given that half of all call volume is often very transactional, very predictable, very repetitive, so that your remaining live agents can actually focus on complex issues without necessarily impacting the customer experience or the time to resolution for the types of inquiries that may be coming in that are relatively simple in nature, but yet still impactful when it comes to daily operations. If you like what you've seen, stay tuned. We will continue to have more mini episodes up to this one showcasing the power of 3CLogic together with ServiceNow.