Because POPX has been a ServiceNow Specialist Partner for years, we can safely say that we’ve seen the good side of artificial intelligence. Not the hype side or the hallucinatory side of AI, but the truly useful, revolutionary side.
The version of AI that we implement for our MSP clients is the one that gets important things done. It bridges entire global enterprises, mentors service agents, delivers insights to decision makers, and makes work a lot less like work.
First, let’s get our terms straight.
Artificial Intelligence, or AI is the general term for what we’re discussing here. It’s the term we’ll use, but it doesn’t really tell the story that starts with Machine Learning (ML).
ML describes the process in a computer that takes training data and forms connections between the inputs for Generative Artificial Intelligence, or GenAI. Once the raw material GenAI needs is “ingested,” patterns can be detected and connections can be inferred based on probabilities. If 1,000 dog pictures are selected, GenAI might infer that the next picture will also contain a dog.
More useful to us though, is the scenario where a customer calling a support line raises their voice and its pitch. Is the caller becoming frustrated? A GenAI-enabled agent assistant will probably assume that’s true and suggest a course of action to deescalate.
Generative AI can enhance productivity, streamline workflows, and create exceptional customer experiences. Here are two examples of GenAI features added to ServiceNow that take advantage of the benefits of generative AI: Generative AI Controller and Now Assist for Search.
Add the POPX platform to the mix, and customer service and support also get an upgrade. This enables deployment of MSP-specific generative AI-powered chatbots and virtual assistants, capable of providing human-level support that can assist with queries, offer solutions, and even discuss purchasing options. This enhances customer satisfaction by providing answers quickly, leading to comprehensive resolution of the encounter. By automating customer service, we have seen reduced costs, improved overall customer experiences, and greater productivity from our human agents.
POPX builds its MSP-specific tools on ServiceNow to deliver the only AI-powered, integrated, and customisable solution MSPs need to handle reporting, inventory, and resource planning needs. It’s fully managed, secure, and is cloud-based, so the platform can be accessed from anywhere.
We’re excited about the possibilities opened up when AI features are added to the MSP workflows. The technology is a fast-moving target, so before you start your AI transformation, let’s talk about how POPX can help you maximise its potential.