A very hot topic within IT at the moment is AI and chatbots, so I decided to delve into the world of natural language processing and machine learning. The outcome was SAMI (ServiceNow Automated Messaging Interface). It is very much in it’s infancy at the moment but from the brief video below you can see the potential power that can be harnessed.
Note – Open the video in full screen for best results.
My original thinking around creating SAMI was that although we now have the ability to have Live Chat in Service Portal, many organisations do not have the resources to staff these queues. I firmly believe that there is a place for AI and chatbots to sit between end users and platforms such as ServiceNow. They won’t be perfect and they may not be able to do everything, but it’s a great middle ground between having nothing and staffing an agent. Other advantages include the fact that a bot can operate 24/7 and provide consistent, quality responses and with machine learning it can also become smarter and more efficient over time.
Bots don’t necessarily have to live solely in the space between end users and the product, I can also see them helping analysts and power users work more efficiently within the tool in the future.
I will be showcasing him/her/it at the upcoming SITS show (7-8 JUNE 2017 at the Olympia LONDON) at the Fruition Partners UK stand so if you want to see it in action or want to have a chat, come along and say hello.