A lot of organisations have spent a lot of money on their System of Record (i.e. ServiceNow). However, they are still not seeing the benefits that these systems promise. In our last two episodes, we talked about self service adoption and first contact resolution rates. We also talked about why they are lower than most organisations like. Users simply can’t find the documents, files and answers they’re looking for. This accounts for users simply picking up the phone or resorting to Google to search their intranet.
Intelligent heuristic search paired with natural language processing is the most powerful tool to solve the majority of these problems. Sofi for ServiceNow is able to handle spelling mistakes, understand language nuances like synonyms, stemming and lemmatization and even conduct federated searches ACROSS siloed databases.