Accounting Firm Streamlines Service Delivery with ServiceNow Virtual Agent

Written by Michael Henderson | Sep 19, 2024 3:28:41 PM

As a leading provider of assurance, tax, financial advisory, and consulting services, this client recognised the need to streamline their service delivery and reduce reliance on manual, phone-based communications. By partnering with Thirdera, a Cognizant company, they were able to implement a ServiceNow Virtual Agent solution that has transformed their customer experience while driving significant operational efficiencies.

Project Snapshot

>35%

reduction in call volume

95%

employee satisfaction with Virtual Agent

Client size: 12,000+

Client industry: Accounting

Client location: U.S.

Key Challenges

	Approximately 40% of current communications took place via phone.
	Desire to move away from phone-based support and increase self-service capabilities.
	Support agents were spending a significant portion of their time handling routine inquiries and requests, leaving little bandwidth to address more complex and strategic issues

Our Solution

Thirdera, a Cognizant company proposed a comprehensive solution centered around the implementation of a ServiceNow Virtual Agent.

	ServiceNow Virtual Agent Virtual Agent was configured to handle a wide range of common inquiries and service requests, leveraging natural language processing and machine learning to provide accurate and contextual responses. This allowed the client to begin shifting away from phone-based support and towards a more efficient, self-service model.
	Teams Integration By integrating the Virtual Agent with Microsoft Teams, the client's employees were able to access the Virtual Agent directly within their collaboration platform of choice, further streamlining the support experience.
	Branding and Customisation Virtual Agent was branded with the client's corporate identity, ensuring a consistent and professional user experience. Thirdera also worked closely with the client to tailor the Virtual Agent's conversational flows and knowledge base to address their unique requirements.

The Result

	Reduced call volume The implementation of Virtual Agent resulted in a more than 35% reduction in call volume, as employees are able to readily access the information and support they needed through the self-service platform.
	Increased self-service adoption Approximately 80% of common inquiries and service requests are now being handled by Virtual Agent, freeing up the client's support teams to focus on more complex and strategic tasks.
	Enhanced employee satisfaction Virtual Agent has been widely embraced by the client's employees, with a 95% satisfaction rate due to the improved accessibility and responsiveness of the support experience.

About Thirdera, a Cognizant company

Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximise the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimisation, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.

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