Financial services, meet the future with ServiceNow AI

Banks, credit unions, investment firms, and brokerages have relied on AI-driven tools for a longer period of time that almost any other business sector. It makes sense—large volumes of data need to be reviewed with any anomalies identified and reported immediately. This is true for fraud protection, currency exchange fluctuations, and overall market trends because a missed call can be very expensive.

AI-driven utilities handle this analysis day-in and day-out, which is good news for anybody who has had their credit card number stolen or wants to get a great exchange rate when travelling overseas. The next rung on the business optimization ladder will be areas where investments in a more mature AI framework can yield big dividends in streamlining workflows and making businesses more competitive.

Thirdera, a Cognizant company works with businesses to prepare them for the future competitive landscape. Because we understand how the ServiceNow platform works down to the smallest detail, we can integrate legacy systems and customize workflows for each of our clients.

How may I help you?

Customer service is a key differentiator between financial services firms and since customers can move their accounts with relative ease, providing a premium level of service is crucial for retention. A customer might call with a simple question or perhaps that question might take a deeper degree of understanding. Maybe a question about operating hours or a query about a suspicious withdrawal.

We can implement Virtual or AI Agents that get users to the answers they need quickly by analyzing exactly what the caller is asking for and helping them achieve their goals. There’s learning involved here, as well as integration with a number of different systems, often across departments. There are also multiple ways to gauge the success of the interaction—whether the caller completed their original task successfully, or the task was transferred to a live agent for fulfilment.

Deploying GenAI in this way helps reduce the burden on live agents, so they can concentrate on more complex tasks, but also lets organizations handle more calls successfully. This is key to preserving a positive user experience.

Who’s there?

Where AI can make a make-or-break impact for financial institutions is in its ability to analyze large amounts of transaction data to deliver actionable insights. The technology empowers organizations to spot malware or other intrusions, as well as fraudulent activity. By sampling normal transactions and learning over time, AI-driven automation can spot behaviors that warrant further investigation and produce natural language alerts so staff members can get to work.

Help when you need it

Speaking of alerts, systems automation, including GenAI, while making the front office more productive and efficient, also carries to the IT department. Adding natural language processing to network utilities helps IT staff identify issues and address them—often before users even notice. In a bank setting, downtime can have serious repercussions, so the ability for AI agents to analyze network traffic and network health, then proactively address trouble spots isn’t merely a nice feature.

Incident prioritization and predictive analytics, in addition to proactive resource allocation, can streamline workflows, enabling faster decision-making and improved user experiences.

Privacy, protected

ServiceNow takes data protection seriously, so robust compliance features like data anonymization and secure processing are built in. This allows industries under the greatest amount of regulatory scrutiny, like financial services, to integrate AI features without compromising compliance, ensuring that organizations maintain a balance between innovation and data privacy.

Thirdera is here to help

At Thirdera, our team of experts are ready to show you how to fully integrate ServiceNow AI into your information technology infrastructure plans. Investing in ServiceNow AI is helping healthcare organizations stay competitive, adapt to evolving patient expectations, and prepare for the future. See how we can help your organization optimize ServiceNow.