INTELLIGENT BRANDS // Cloud
Service must include exceptional streamlined experiences , human and automated , finds ServiceNow
Almost every UAE consumer will walk away from a brand after just one negative experience , according to a report released by ServiceNow . The new global survey of 18,000 consumers across 13 countries , including 1,000 in the UAE also found the Gulf Cooperation Council , GCC country ’ s shoppers to be the least loyal to brands . Some 85 % of UAE consumers , 11
Ali Kaddoura , Country Manager UAE , ServiceNow percentage points higher than the global average , said they are less loyal to brands than they were two years ago .
The research uncovered interesting insights as it relates to the role of AI in customer service . While most companies are racing to invest in more automated channels like chatbots , 77 % of UAE consumers said they would not engage with a brand using AI , for at least some services , with 32 % citing the lack of personalisation and 20 % saying they do not trust the answer they will get .
The findings also showed a preference for human-to-human interaction among UAE consumers . 58 % said they would like to see all brands offer full 24x7 customer service and 52 % said they would like to see a return to human-based customer service to minimise automated routes , in the next year .
“ Brands in the UAE need to be at the top of their game ,” Ali Kaddoura , Country Manager UAE at ServiceNow said . “ And while cost is important , brands must pay attention to other aspects that can set them apart from competitors who are just a click or swipe away from the modern consumer . Service must include exceptional streamlined experiences , both human and automated , at every touchpoint along the customer journey .” avenues . The simultaneous presence of ServiceNow and Microsoft ’ s AI assistants within Microsoft 365 can help quickly eliminate friction for employees .
Now Assist and Microsoft Copilot will interact to meet employees where they are so they can execute common productivity tasks . This is made possible by integrating the intelligence of Now Assist with ServiceNow ’ s AI-powered workflows with Microsoft Copilot to create a more holistic , connected experience , allowing employees to get the help they need from the most relevant generative AI assistant , regardless of which platform they are in .
“ We strongly believe that the next shift in generative AI will result from the collaboration of industry leaders putting AI to work for their customers ,” said CJ Desai , President and COO at ServiceNow .
Specifically , Copilot will be able to handoff employee requests to Now Assist in Microsoft Teams . Whether it is requesting or resolving a customer ’ s support issue , or even getting connected to a live agent for support on a complex problem , Now Assist will provide employees with responses to questions as well as recommend actions and next steps in a conversational manner . p
ServiceNow Now Assist and Microsoft Copilot
CJ Desai , President and COO , ServiceNow
ServiceNow , and Microsoft are combining their industry-generative AI capabilities to enhance employee choice and flexibility . The new ServiceNow Now Assist and Microsoft Copilot integration brings the power of two generative AI assistants into one seamless enterprise experience , making it easier than ever to create value for enterprise workers and for employees to unlock new productivity
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