Automate IT Helpdesks with Microsoft Copilot for ServiceNow

A new partnership integrates Microsoft Copilot with ServiceNow, creating a scalable, secure artificial intelligence (AI) platform that makes it easier for employees to manage support tickets, access data, and receive assistance. 

Manual tasks often slow down IT helpdesk agents, impacting the quality of support. The Copilot—ServiceNow integration streamlines virtual and live support for organizations. An AI-powered system, ServiceNow automates tedious tasks, delivers relevant information when it’s needed, and helps with the resolution process. It can also seamlessly hand off interactions to live agents. 

Employees working with Microsoft Copilot can now access database searches, live chats, and other ServiceNow features and functions. Agents can focus on more complex issues, but don’t have to rely only on artificial intelligence. We’ll explain in detail how Microsoft Copilot for ServiceNow can improve productivity and user satisfaction.

This innovative solution can be advantageous for any organization, in any industry, including:

• Automotive
• Banking
• Consumer Packaged Goods
• Government
• Healthcare
• Insurance
• Life Sciences
• Retail
• Technology
• Telecommunication
  

Cordicate IT offers the following insights into how this AI helpdesk automation solution can benefit your Philadelphia area business. 

Integrating Microsoft Copilot with ServiceNow for Streamlined IT Support

Copilot can be used as a productivity tool that connects apps and data across an organization. It is capable of understanding context while ensuring privacy and delivering enterprise-grade security. By integrating it with a powerful AI helpdesk automation platform, workflows can be simplified and employees can get more done with less effort. 

We’ll explore the features that can improve your IT support operations, but first, here’s a look at general ways to integrate Microsoft Copilot with ServiceNow:

• Direct Integration: Creates a Virtual Assistant that connects to Copilot Studio and integrates it with the Live Agent Desktop in ServiceNow.
• Hand-Off: Using Copilot Studio, you can then define the conditions or triggers for handing off communications to a ServiceNow chat. 
• Content Source Integration: You can choose the knowledge base articles and other information you want as content sources, and configure how Copilot accesses and serves them.

These are basic overviews. The nature of your IT infrastructure determines the best integration method to use and the exact process for configuring your AI helpdesk automation system.

Automating Ticket Management Using Copilot Studio

A support ticket is the interaction between a customer/employee and a service agent, who uses it to create, manage, and resolve issues. ServiceNow’s interactions table allows tickets to be created instantly. The system also provides instant responses.

With Microsoft Copilot, tickets are automatically categorized and prioritized. Its AI algorithm does so based on the content of each interaction. The benefits of this include:

• Decreased ticket volumes
• Faster response times
• More accurate information

Therefore, the Copilot—Service Now integration helps to improve the quality of interactions, since users feel like their concerns are being addressed instantly.

Ticket volume at any given time is reduced because Copilot automates ticket routing (plus data entry and other routine tasks). It also prioritizes tickets, escalates issues (more on that soon), and uses past resolutions to suggest what to do next. Another capability of Copilot ticket management is using specific fields from tickets in ServiceNow as content sources.

Leveraging AI for Efficient IT Helpdesk Operations

Microsoft Copilot IT help desk integration allows seamless access to ServiceNow’s knowledge base, automating the handling of common issues. This creates a self-service system for employees, where they can search for answers or request services from within their organization. A user-friendly interface simplifies searching, browsing, and requesting services, in compliance with existing IT policies. 

Microsoft Copilot for ServiceNow is a generative AI (GenAI) solution. ServiceNow comes with built-in GenAI capabilities, so the two platforms work together to simplify complex processes. 

Real-Time Support and Escalation with Copilot and Virtual Agents

Copilot can also hand off requests to Now Assist. This GenAI feature in ServiceNow helps improve AI-driven conversations and self-service workflows. It lets employees escalate a case and hand off an interaction to live support when needed. 

A user can also prompt the conversational interface to escalate the issue. It then provides seamless access to a support team. Copilot can then use feedback from the interaction to improve its future performance. 

Benefits of AI-Driven Helpdesk Automation for Philadelphia Businesses

The ServiceNow-Microsoft partnership has many benefits. If your employees are already using Microsoft Teams, they can hand off requests to Now Assist. Therefore, it’s possible to use Copilot to search the database in ServiceNow, request service catalog items via a conversational approach, and ask to speak to a live agent.

Other advantages of Microsoft Copilot for ServiceNow include:

• Real-Time Data Access: By analyzing the conversation and the user’s issue, the platform can provide information on solutions. It can bring up relevant articles or step-by-step instructions from external resources or those that are currently in an organization’s database. 
• Improved Productivity: Agents can be more productive because their workflows are streamlined. Task automation is one contributor. Copilot also provides instant access to information, so issues are resolved quickly and a higher volume of support tickets can be handled. Employees can focus their time on more strategic business initiatives.
• Faster Responses: Not only can an AI-driven virtual assistant respond instantly. It also completes simple tasks faster, such as resetting passwords, initiating requests, obtaining approvals, and granting access that otherwise would distract from more labor-intensive work. 
• A More Positive Experience: With shorter wait times, faster issue resolution, and more timely, accurate information, Microsoft Copilot for ServiceNow helps exceed expectations and build stronger customer relationships. It enables your entire team to work more efficiently, which contributes to improved user satisfaction.
• Fewer Errors: People are prone to making mistakes, especially when performing repetitive tasks and handling high work volumes. With AI helpdesk automation, large amounts of data can be used to analyze performance and make improvements. If similar problems are encountered repeatedly, they can be handled efficiently.

Why Cordicate IT Recommends Microsoft Copilot for IT Support Automation

Copilot Studio can remember previous conversations. This allows it to capture user feedback to continually improve its responses and performance. It also automates repetitive tasks. However, there are additional features with Microsoft Copilot that can help organizations benefit from an AI-driven experience, including:

• On-Demand Expertise: Copilot includes Agent Store. With Research, Analyst, and other agents, you can access 24/7 data analysis capabilities. Skill Discovery is another agent; it lets you make strategic decisions by providing insights into employees’ skill sets. Others let you identify the root causes of IT issues or improve the speed or quality of communications.
• Administrative Support: The integration of Copilot and ServiceNow allows IT administrators to manage agent lifecycles, view agent activity reports, and measure their impact. Users can also view other real-time reports to gain full visibility into IT support processes.
• Microsoft 365 Copilot Chat: Copilot’s web-based chat function uses GPT-4o and other large language models. It includes file upload, enterprise data protection, and other capabilities. The chat can also be used to build and access agents, which can be managed via the Copilot interface.

Access to agents, whether via Microsoft, its partners, or your organization, creates an immersive experience that engages users. It also streamlines collaboration and productivity. You have the option of using Microsoft’s AI functionality and large language model or integrating your own. Therefore, it’s possible to tailor IT helpdesk automation tools to the needs of your business.

If you’re looking to invest in IT support automation, here are more benefits of Microsoft Copilot with 365 for ServiceNow:

• Seamless integration with Microsoft 365 applications.
• Full integration with Windows 10 and 11.
• Encryption of data in transit and while at rest.
• Natural language processing, which eases file navigation and allows searches using everyday language.
• Voice commands that improve efficiency when performing single actions or multitasking.
• Simple commands that reduce the complexity of business processes.
• Data visualization for the aggregation of data from multiple sources.
• Personalized suggestions tailored to your requirements.
• Customized AI agents that can be created and integrated with your workflow, applications, or services.

Microsoft Copilot for ServiceNow helps improve efficiency, productivity, and performance. Manual tasks and information overload don’t have to be a burden on your employees or organization. Get started to see improvements in business processes and employee satisfaction.

Experience the Power of Copilot—ServiceNow Integration with Cordicate IT

The AI-driven capabilities and extensive features of Microsoft Copilot and ServiceNow can take your business to the next level. Are you ready to experience the latest in IT help desk automation? Cordicate IT is ready to assist. 

Contact Cordicate IT today to learn more and to receive expert support.