Take Employee & Customer Experiences to the Next Level

with Attivio's Elevate app suite for the ServiceNow® Platform

ANSWERS ANYWHERE, ANYTIME
Finding and applying the right information is critical for efficient business operations, employee retention and effectiveness, and customer satisfaction.
However, most organizations fall short of delivering on these expectations because:
  • Information is scattered across the organization in disperate silos.

  • Self-service options lack acces to the right information and mechanisms to personalize and improve over time.

  • Employees tasked with helping customers and employees resolve issues lack context and acces to important resources.

Elevate, a suite of apps from Attivio that's tightly integrated with the ServiceNow® platform, lets you deploy AI technologies like machine learning, natural language processing, and text analytics into key ServiceNow workflows, from internal IT and HR support to external customer support.You'll provide more timely and relevant answers, delighting your customers and employees, and increasing the productivity and job satisfaction of the professionals who provide support.

ENRICH EMPLOYEE & CUSTOMER EXPERIENCES OF ServiceNow
Elevate for ServiceNow comprise three apps, each tightly with its corresponding ServiceNow module:
Elevate ITSM
Helps you modernize your IT service management

Solve internal IT problems faster, increase employee satisfaction, and improve helpdesk agent productivity by delivering more precise answers via your self-service portal and by rapidly arming your IT fulfillers with the information they need to quickly solve problems.

Elevate CSM
Helps you increase customer satisfaction and solve problems faster

Realize the promise of self-service support by delivering more precise answers via your self-service portal or by directly assisting agents with recommended content and next best actions.

Elevate HR
Helps you consumerize your HR experiences

Enable your employees to quickly find key HR information where and when they need, improving employee satisfaction and freeing up HR professionals to focus on strategic initiatives rather than spending their valuable time fielding routine queries.

Key Features
Content Unification
Break down information silos and draw on the best answers from across your organization. Integrate ServiceNow information with other corporate knowledge sources such as Sharepoint, Box, Google Drive, file shares, CRMs, and more to access knowledge wherever it resides.
Precise Answers & Unified Results
Deliver the right answer right into the hands of your customers and employees. Natural language processing (NLP) and machine learning match user queries with content across silos. Our unique approach to delivering unified results (not federated lists) ensures the relevancy and accuracy of results every time.
Self-Service Assist
Power up your self-service portal with an enhanced search experience, including natural language question support, hit highlighting, and recommended content. Machine learning relevancy models adapt and improve over time based on user behavior.
Fulfiller/Agent Assist
(ITSM & CSM modules only)
Surface next best actions right within the IT fulfiller and agent workflows, such as KB articles to use to resolve the issue, other related tickets that have solved a similar issue, experts to contact, and so on. Give your employees context to every issue or ticket, such as frequently searched topics for this user, previous tickets, and CRM data.
Analytics
Report on key categories associated with Attivio's Elevate modules, including questions and topics, sources and knowledge bases, knowledge gaps, overall usage, and impact on key metrics (e.g., CSAT/eNPS, MTTR, deflection rates, etc.).