Skip to content

ServiceNow Issue Auto Resolution: Manage Customer Issues Faster with ML and AI

ServiceNow Issue Auto Resolution: Manage Customer Issues Faster with ML and IA

Managing customer issues can be a time-consuming and frustrating task for any organisation. When an issue arises, IT teams need to quickly identify the problem, assess its severity, and take action to resolve it. This can be a difficult and resource-intensive process, especially if the issue requires manual intervention.

Thankfully, ServiceNow’s Issue Auto Resolution offers a solution to this problem. By automating the process of issue resolution, organisations can save time and effort while improving service quality and reducing downtime.

So, how does Issue Auto Resolution work? The system uses deflection content to suggest solutions to users, which is delivered through the user’s preferred channel, such as Virtual Agent, Teams, Email, or SMS. When a user reports an issue, Issue Auto Resolution analyses the description and suggests possible solutions based on previous similar cases, the user’s history, and other relevant data.

Image contribution: ServiceNow

Incident auto-resolution works by using Machine Learning and Artificial Intelligence algorithms to identify and categorise incidents based on their severity and impact. The system then determines the appropriate response and takes action to resolve the issue, such as suggesting a knowledge article, restarting a service, running a script, or sending an email notification to the appropriate person.

One of the key benefits of Issue Auto Resolution is that it saves time and reduces the workload for IT staff. By automating incident resolution, your team can focus on more complex issues and strategic initiatives. Additionally, the system is highly customizable, offering a range of delivery methods to cater to the unique needs of each organisation.

For example, organisations can leverage the Virtual Agent feature, allowing users to engage in conversational interactions to resolve their issues intuitively. They can also utilise email notifications to keep users updated on the progress of their requests or opt for SMS messages for quick and direct communication. 

This flexibility empowers organisations to tailor the delivery of deflection content to match their preferred communication channels, ensuring a seamless and personalised user experience.

Image attribution: ServiceNow

Another benefit of the feature is its ability to learn and improve over time. As the system resolves incidents, it collects data and uses that data to refine its algorithms, making it more effective at identifying and resolving incidents in the future.

But that’s not all: ServiceNow Issue Auto Resolution also provides a faster response to customer issues, which can lead to increased customer satisfaction and loyalty. The system can resolve issues quickly and efficiently, reducing downtime and minimising the impact on customers.

Overall, ServiceNow’ Issue Auto Resolution provides a streamlined process for issue resolution. By automating the process, organisations can free up resources for more complex problems while improving service quality and reducing downtime.

If your organisation is struggling to manage customer issues, it’s worth considering ServiceNow’s Issue Auto Resolution.

Do you have a question we could clear up? Don’t hesitate to get in touch.


Certified ServiceNow Experts at your service

ServiceNow can empower your employees and clients with digitalized workflows, and Devoteam, as the #1 preferred Partner in the EMEA, is eager and ready to help make your digital transformation journey a success. Ready to see what we can bring to the table?