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1.0.0
Yokohama, Xanadu, Washington DC, Vancouver
‘Feedback Intelligence Pro' Application for ServiceNow solves the key issue encountered by users of ServiceNow's Survey capability: lack of responses. This results in surveys being cancelled altogether and potentially valuable feedback data not utilised for service improvement, customer retention, or upsell opportunities.
'Feedback Intelligence Pro' provides advanced survey response augmentation and historical survey analysis using machine learning. Incomplete ServiceNow Survey Responses are updated with an assessment score from Google Analytics NLP using combined comment data from the originating record's user comments.
Benefits include:
- Avoids surveys being cancelled due to no responses.
- Uses machine learning to calculate sentiment scores.
- Harvest sentiment data from historical survey records.
- Complete survey data can then be used to make important business decisions in real time.
- The Feedback Intelligence Pro flow kicks into action once a survey is triggered. If there is an incomplete customer survey identified, Feedback Intelligence Pro uses the Google Analytics score to append the survey result by analysing sentiment data in the originating record's user comment data, avoiding cancellation of the survey independent of the table.
- The application will run on any ServiceNow table and survey configuration together with a configured trigger.
- Integration with Google Analytics Sentiment Analysis produces a score based on the text contained in the originating record's user comment data, increasing accuracy of CSAT calculations.
- The Google Analytics score is then mapped to the ServiceNow configured survey scale for consistency.
- The Google Analytics score is also available for interim reporting to gain insight into predicted survey results during the survey period.
- There is also a historical analysis feature to harvest sentiment data from historical survey records.
- In addition, data privacy and sensitivity concerns are addressed by a configurable anonymisation feature, allowing comments containing the following phrases to be anonymised before sending to the Google API:
- Emails
- Names depending on user records
- Numbers (credit cards, telephone numbers)
- Include and exclude VIP users
- The valid CSAT data can now be used in OOTB ServiceNow reports and dashboards across the platform, and the application provides an extended example Overview page with key metrics and predicted results.
Initial release.
- Sentiment Analysis plugin.
- Assessment plugin.