G2

Tapishnu S.

Business Consultant

Enterprise (> 1000 emp.)

2/4/2025

"24/7 chat assistance for enhanced customer experience"

4/5

What do you like best about Chatbot?

Chatbot is available 24/7, thus ensuring chatbot services outside business hours. It provides faster resolution of L1 queries compared to human agents and also reduces their workload so that they can focus on complex issues. Review collected by and hosted on G2.com.

What do you dislike about Chatbot?

Chatbot has limited predefined workflows with complex queries requiring intervention from human agents. Customization of chatbots is complex and requires development expertise of engineers. Review collected by and hosted on G2.com.

What problems is Chatbot solving and how is that benefiting you?

As a Business Consultant, I often recommend Chatbot to clients who are already using Service Now portal and here is how Chatbot is benefiting my clients:

1. Earlier customers had a long wait time to get their IT and HR queries resolved. With Service Now Chatbot, customers get instant or faster issue resolution chat support.

2. Higher volumes of repetitive queries are easily handled by Chatbot allowing human agents to focus on complex queries.

3. With human agents, 24/7 chat support was not possible for customers. But, with ServiceNow Chatbot, customers from all geographies can get instant query resolution support. Review collected by and hosted on G2.com.