AI-Assisted CSM for Complex Requests
The Challenge
A financial services firm processing 50,000+ customer service cases monthly was struggling with complex, multi-step requests that required cross-team coordination. Average resolution time for complex cases was 8+ days, driving customer dissatisfaction and increasing operational costs.
Our Solution
- Implemented ServiceNow CSM with Predictive Intelligence for automated case classification and routing
- Deployed Virtual Agent for Tier 1 inquiries with natural language understanding
- Built AI-powered case summarization using Now Assist for agent handoffs
- Created proactive service workflows that detect and address issues before customers report them
- Integrated with core banking systems for real-time customer context
Results
- 55% reduction in complex case resolution time (8 days to 3.5 days)
- 35% of cases resolved by Virtual Agent without human intervention
- 90% auto-classification accuracy for incoming cases
- 22-point NPS improvement within 6 months
Let's talk about what you're building.
Our team brings over two decades of experience to every engagement. Tell us about your project and we'll show you what's possible.