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Adopt, Customer Success, Enhance, Service Management, Services

SaaB – Software as a Bot

Bots are taking over the internet with Facebook, Microsoft (Skype) and Google investing heavily in them. More and more chat applications like Slack, WeChat, and Telegram are releasing Bot APIs to allow more customers to interact with Bots to get things done.  For example, WeChat allows people to send money, book a taxi and even buy insurance in China. With Bots, messaging apps becoming more than just human to human interaction.

It is interesting to explore how bots can help in customer service, as Techcrunch pointed out “Bots, Messenger and the future of customer service“. Chat is often faster and simpler than making a phone call. To explore this we at CloudGo have built ServiceNow integration with Slack, WeChat, Telegraph to make “ServiceNow as a Bot”.

Slack

With the CloudGo Slack-ServiceNow bot you can engage your employees with ServiceNow. Need to collaborate on incidents or service requests?  Want to centralise approvals and knowledge articles?  Use Slack as the messaging and collaboration app, and let ServiceNow act as a Bot in the background.

slack1

 

slack2

 

WeChat & Telegram

WeChat is of course huge in China, and Telegram is best known for its security and encryption capability.

wechat        telegram

Use cases for ServiceNow Bot –

  • Major Incident Notification
  • Approvals by chat
  • Update notifications
  • Reminder for Tasks
  • Password reset
  • Service Request
  • so on….

 

SUMMARY

As we drive digital transformation at our customers, leveraging powerful platforms like ServiceNow “as a Bot” is a powerful was to meet your staff and customers where they live and work. We predict that SaaB will reduce human intervention and increase automation, and will be the next evolution of Service Management.

Contact us for more details.

 

FEATURED IMAGE: BRYCE DURBIN

 

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