According to Alex, “Because we were already using ServiceNow IT
Service Management, moving to chat was technically simple, so most of
our effort went into driving adoption. The results were great–with
chat, we doubled agent productivity in the first two months.”
With ServiceNow, MGM removes wait times, deflects 16% of incidents,
and responds within five seconds
Chat was just the first step. Now that the channel was in
place, MGM decided to add ServiceNow Virtual Agent chatbot. Alex says,
“The whole process only took us 11 weeks, including identifying
high-volume incidents, developing corresponding Virtual Agent
conversations, testing, and end-user training. Within two months of
launch, our deflection rate was already up to 16%. And, users now get
a response within five seconds–instead of waiting impatiently on the phone.”
MGM uses ServiceNow Virtual Agent to break down support barriers
for IoT-enabled guest rooms
Deflection wasn’t the only
driver. In fact, supporting guest rooms was perhaps the single biggest
reason why MGM adopted Virtual Agent. According to Alex, “We use IoT
devices to control everything from turning on televisions and lights
to closing the curtains. Supporting guest rooms is no longer about
facilities–it’s about IT.”
However, MGM employed more than 2,000 housekeepers, and many of
these couldn’t type in English or Chinese. Because of this, they
couldn’t use live chat to report a guest room issue. Instead, they had
to phone a back-of-house team, which then reported these issues to IT.
Alex explains, “Our back-office team was costly and overloaded. Worse
still, waiting for them to relay incidents caused significant delays.
When a guest is in a room and can’t turn the air conditioning or watch
TV. That’s just not acceptable.”
With ServiceNow Virtual Agent, MGM built an ingenious solution.
Rather than having housekeepers call in guest room issues, Virtual
Agent now lets housekeepers simply choose items from a menu, using a
standard language and number focused entry. Alex says, “Housekeepers
simply click on the affected device in the list–for example, the TV or
air conditioning–and enter the number of the room. It takes minimal
computer skills, and they only have to type numbers. Virtual Agent
creates an incident right away, so we respond more quickly and don’t
waste the back-office team’s time. We’ve also taken the same approach
with other services. For example, users can unlock their account just
by giving Virtual Agent their employee ID and badge number.”
MGM plans to grow ServiceNow usage from 25% to 50% via additional
services and mobile adoption
Now, ServiceNow Virtual Agent is MGM’s primary target support
channel for more than 10,000 users. Users even go through Virtual
Agent to request live support. Looking forward, the integrated resort
operator will focus on increasing Virtual Agent use by driving mobile
adoption, with more than 4,000 users already using the mobile app
today. As usage and the services offered increase, MGM forecasts that
50% of its incidents and requests will come via Virtual Agent.
Alex concludes, “With Virtual Agent, we’ve transformed IT service
delivery. Users now get an instant response, it’s easy for them to
use, and it’s dramatically increased our service desk productivity.
It’s been a real success story.”
Download PDF
