Empowering Customer Service with AI: 3 Strategies to Watch
Customer expectations keep rising while support teams and budgets are stretched to their limits. The question is no longer if AI can help, but how to use it well.
"AI is a great tool, no doubt. But the fundamentals of excellent customer service have not changed,” says James Divine, VP of Operations for SnowFox Solutions. “We use AI in addition to best practices and improved processes to help companies who truly want to stand out from the crowd with their customer service as a whole."
At SnowFox Solutions, we help organizations apply ServiceNow Customer Service Management (CSM) to bring AI into daily work. The goal is simple: make service faster and build loyalty.
Here are three practical ways AI is improving service operations today.
1. Intelligent Automation: Let AI Handle the Routine
Support teams spend too much time on simple requests like password resets or order checks. ServiceNow Now Assist and Virtual Agent can handle those tasks automatically.
Customers get instant answers to common issues.
Requests that need a human touch go straight to the right agent.
Agents focus on complex or high-value cases.
This means shorter wait times, lower costs, and a smoother experience for everyone.
2. Customer Journey Mapping: See Every Step Clearly
A single request may touch email, chat, phone, and several departments. Without a full view, delays and gaps remain hidden.
ServiceNow Customer Journey Mapping captures every step across channels so teams can:
Identify the key moments when service quality matters most.
Find bottlenecks and weak handoffs.
Place staff and resources where they make the biggest difference.
These insights help redesign processes that meet (and often exceed) customer expectations.
3. Predictive Insights: Stay Ahead of the Curve
Standard reports look back. Predictive analytics and AI-driven Performance Analytics look ahead.
Detect unusual spikes in requests before they become incidents.
Adjust resources to match changing demand.
Use automated insights to guide ongoing improvements.
With this forward view, teams prevent issues instead of reacting to them.
Find Your Path with CSM
AI can help your service team work smarter and scale with confidence. Whether you need to cut response times or plan for future demand, ServiceNow CSM with SnowFox expertise provides a clear path.
If you’re ready to turn every service interaction into an opportunity to impress, let’s talk. Together we can design a solution that delivers speed, clarity, and customer confidence from day one.