DeGraft, Naomi

McDowell, Tamar

Twene, Peter

Wadkins, Patrick R

Williamson, Rachel

English

DigitalCommons@Kennesaw State University

Service Delivery Enhancement using Live Chats and Virtual AgentsAbstractAuthor:  Patrick Wadkins, Peter Twene, Rachel Williamson, Tamar McDowell, Naomi DeGraftAdvisors:  Dr. Zhigang LiGC-123Evaluate and recommend enhanced ServiceNow services toimprove current state operations and expand capabilities tosupport future growth. In short, the project focus is ultimatelyfinding ways to integrate AI capabilities such as Virtual Agentsand Chat Bots into the service support framework that willdrive efficiencies with first pass routing, addresses limited andrevolving staffing and will create a sustainable solution toaddress the increasing volume of support needs.ConclusionsResultsIntroductionKennesaw State University UITS (University Information Technology Services)Live Chats with ServiceNowNumber of email incidents in 2021: 29,356 YTD or 3,670 on average monthlyChat type: ReactiveChat Availability: 8 hoursAverage Chat Duration: 12 minutesConcurrent Chats per agent: 4Estimations:KSU has an estimated 367 chats per day as an initial targetKSU has an estimated 46 chats per hour (based on an 8-hour day)KSU will need 2.3 agents per hour to accommodate Live Chat requests assuming each agent has 4 concurrent chat sessions activeVirtual Agents with ServiceNowKnowledge-Based SupportIn this research project, our team reviewed the current state ofthe KSU UITS support team by analyzing historical data,categorizing incident/support requests reviewing staffingmodel constraints and evaluating features of the ServiceNowplatform. By leveraging the existing virtual agent and live chatcapabilities of their ServiceNow application, KSU can greatlyexpand and improve upon their current service capabilities.Our research shows that implementing these AI functions canautomate responses to consistent repetitive tasks and free upresources to work on value-add activities while at the sametime create a sustainable support growth model.With increased student enrollment year over year, Covid19 pandemic related concerns, limited resourcing/staffing, and increasing volume of complex support needs across students and faculty, the need for a systemic support service to meet and exceed current state demands and evolve with future state dynamics is the key to success. Our team project is focused on how to improve and enhance the current service support operations of KSU UIT’s team. The objective is to review the current state operations, gaps, strengths, and weaknesses and recommend people, process and technology enhancements leveraging ServiceNow.Kidd, Chrissy. “Chatbot vs Virtual Agent: What's the Difference?” BMC Blogs, 27 Nov. 2019, www.bmc.com/blogs/chatbot-vs-virtual-agent/#. Lewa, Alexis. "The Pros and Cons of Live Customer Chat -Slaask". Slaask, 2021, https://get.slaask.com/blog/instant-communication/the-pros-and-cons-of-live-customer-chat/. Accessed 10 Sept 2021.“Product Documentation.” Employee Live Chat Overview, 23 July 2020, docs.servicenow.com/bundle/paris-hr-service-delivery/page/product/human-resources/concept/employee-service-center-chat-configuration.html. “What Is ServiceNow?” Crossfuze, 2021, crossfuze.com/servicenow/what-is-servicenow/. "ITSM Virtual Agent Lite Conversation Flows". Docs.Servicenow.Com, 2021, https://docs.servicenow.com/bundle/paris-it-service-management/page/product/itsm-virtual-agent/reference/itsm-virtual-agent-lite-topics.html. Accessed Sept 2021.Christina Coronado – Executive Director Customer Support Services (KSU UITS)Michael Lenna – Assistant Director Customer Support Services (KSU UITS)SammyWong – Team Lead Service Desk Manager (KSU UITS)Dr. Zhigang Li – Assistant Professor of Information Technology KSUPatrick Wadkins - pwadkins@students.kennesaw.eduRachel Williamson - Rwill462@students.kennesaw.eduPeter Twene - Ptwene@students.kennesaw.eduNaomi DeGraft - Ndegraft@students.kennesaw.eduTamar McDowell - Tmcdow11@students.kennesaw.eduAdvisor: Dr. Zhigang Li - zli8@kennesaw.eduProject Website: https://sites.google.com/view/fall-2021-capstone-service-del/homeProject Video: https://youtu.be/Zx86tzb_dK8How best to deploy Virtual Agents to address current service support demands?What staffing recommendations and deployment methodologies should be used with Live Chats?Research Question(s)Materials and MethodsAcknowledgmentsContact InformationReferencesThe main objective was to evaluate current KSU UIT’s operating metrics/KPI’s and support challenges, both from a technological and resources standpoint and provide recommendations on integrating Live Chats and Virtual Agents.  We evaluated incident data from 2020 & 2021, categorized primary support channels, created a proposed staffing model and showcased Service Now virtual agent designer capabilities.Natural Language Understandingü Automate Repetitive Tasksü 24/7/365 Supportü Reduce manual intervention by 50%ü Easy to implementü Adaptable for multiple  departmentsü Self-Service options(ServiceNow, 2021)

GC-123 - Service Delivery Enhancements using Live Chats and Virtual Agents

https://digitalcommons.kennesaw.edu/cgi/viewcontent.cgi?article=1117&amp;context=cday

GC-123 - Service Delivery Enhancements using Live Chats and Virtual Agents

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