Improving efficiency with predictive intelligence – How Accenture does it

IT ticket incident process
On average, our IT support teams respond to 10,000 technology incidents daily from employees around the globe. Given the volume and nature of these requests, we made use of the Predictive Intelligence capability of ServiceNow that works behind the scenes to alleviate some of the manual work so our agents could provide the best possible service to employees.

This capability is now auto-assigning 2,000 of those incidents a day, on average, or about 40,0000 a month across service desk locations globally.

From the moment an employee calls in or logs an incident in the support portal, ServiceNow Predictive Intelligence is trained to identify the issue and auto-categorizes the ticket into the appropriate queue to confirm it is managed by the right person or team. It is also trained to recognize when someone calls in with a common incident. When this happens, the predictive intelligence locates a pre-populated solution and auto-resolves it by sending data back to the caller and closing the ticket with an automated email response.

With any predictive intelligence, there’s a need to confirm security and restrictions are in place to prevent sensitive data from being accessed, and not all incidents require predictive intelligence. Some of our incidents are handled using the standard if-then assignment rules, which, instead of using past incidents to predict an appropriate solution, uses a standard rule setup to resolve it.

Verification of employment
To enable our people to work smarter, we also deployed ServiceNow Predictive Intelligence within our Human Resources function to address time-consuming manual tasks. One such task is responding to hundreds of requests for verification of employment (VOE) letters and personnel file requests every month, a process that used to be entirely manual.

As soon as our HR support team receives a VOE request, it’s automatically converted into a ticket in ServiceNow. This is where the Predictive Intelligence kicks in. PI scans every ticket looking for matches against an already trained, pre-programmed solution and auto-assigns it to the appropriate support queue. From here, an HR support person finalizes the verification letter and sends it to the employee.

Predictive Intelligence works 24/7. As soon as a ticket comes in, it’s assigned to an appropriate agent. No time lost, “hops” are avoided, and human error is eliminated. Employees get answers faster and accurately.

ServiceNow Predictive Intelligence is improving the speed and accuracy of auto-assigning tickets, with more than 85% accuracy. We’ve reduced triage time and rerouting, lowering the average time to resolve incidents. Assignment time for each incident has significantly reduced from one hour to less than a minute. Auto-assignment also enables teams to focus on complex incidents and to support increased demand with the same capacity. This shift increases the productivity of support personnel by eliminating mundane tasks.

For the verification of employment, automation speeds up the process. Our HR support teams process verification of employment and personnel file requests with a 50% reduction in handling time, reducing turnaround time. And the supporting team gains more time to focus on priority requests that are of more value for our employees. Over a six-month period, we experienced an average accuracy of 80% for the auto-categorization and auto-assignment of incidents.

Every potential new solution with ServiceNow Predictive Intelligence offers the possibility of improving accuracy, quality and services and overall business efficiency. Book a time with one of our experts and see how CnergyPro can help you implement ServiceNow predictive intelligence for your overall business efficiency.