100% of automated incident communications

background

An infrastructure manager needed to automate customer communication for incident management via ServiceNow. Until now, each message was written and validated manually, causing delays and a significant workload for teams.

Challenge

• Time-consuming task : Each message had to be written and checked manually.
• Limited reactivity : Customer response times were too long.
• Lack of uniformity : Variability of messages sent, impacting clarity.

Solution

Strat37's AI automated the writing and sending of communications in ServiceNow. When an agent opens a ticket, the AI automatically generates a message that complies with internal rules and integrates it into an email template. The AI can also analyze the ticket situation and write an autonomous communication without human validation. Finally, it monitors the evolution of incidents and automatically triggers a customer message according to defined criteria.

Results

✅ 100% of automated incident communications
✅ 50% improvement in responsiveness
✅ Reduced operational burden, freeing up time for teams

Today, our client benefits from smoother incident management, guaranteeing standardized and faster exchanges with its customers.