Transforming Remote Support in ServiceNow with AI-Driven Solutions from ScreenMeet

Are you capturing how your support incidents get resolved?

Many organizations struggle with a major blind spot in their IT support processes—insufficient resolution data. When technicians close tickets, they often leave behind vague notes like “Issue resolved” or “Fixed the problem” without any real details on how they did it.

This lack of documentation creates major challenges:

• Lost Knowledge – No clear record of how issues were actually resolved.
• Limited AI Training Data – Without proper documentation, Gen-AI models can't learn from past resolutions, reducing their ability to deflect future incidents.
• No Audit Trail – In cases where deeper investigation is needed, missing data can slow down compliance and security reviews.

With ScreenMeet AI Summarization, you can eliminate these challenges while improving efficiency, knowledge retention, and AI-driven automation.

ScreenMeet AI Summarization: Automating Documentation

Let AI Handle the Paperwork

Manually entering resolution notes is tedious and often deprioritized. ScreenMeet AI Summarization removes this burden, automatically generating detailed, actionable notes for every remote support session.

Key Benefits:

• AI-Powered Work Notes – Capture and document resolutions in real-time using advanced AI, ensuring every session is well-documented.
• Enhanced Efficiency – Reduce agent workload and let AI handle the note-taking, allowing support teams to focus on resolving issues, not paperwork.

• Knowledge Base Growth – Convert AI-generated summaries into valuable knowledge base articles, improving chatbot and Virtual Agent performance.

These AI-powered notes seamlessly integrate with Now Assist, enhancing ServiceNow’s ability to provide accurate resolution notes, strengthen self-service resources, and optimize ITSM workflows.

ScreenMeet AI Assist: Boosting Agent Productivity with Generative AI

AI isn’t just about documentation—it’s about faster, smarter problem resolution. ScreenMeet AI Assist empowers agents with real-time troubleshooting recommendations based on generative AI, ensuring they get the right answers when they need them.

How It Works:

Instant Guidance – Agents can simply type their issue, and AI Assist will generate contextual solutions tailored to the operating system and issue at hand.

Fewer Escalations – By providing agents with the right information upfront, ScreenMeet AI Assist reduces ticket escalations and improves first-contact resolution rates.

Improved ROI – Faster resolutions mean lower operational costs, increased efficiency, and a better overall customer experience.

The Future of Remote Support is AI-Driven

ScreenMeet is redefining remote support by integrating AI-driven summarization and generative AI assistance directly within ServiceNow. By leveraging these technologies, IT teams can:

• Reduce the time agents spend on manual documentation
• Improve support processes through AI-driven insights
• Build a stronger knowledge base for self-service and automation

The result? More efficient IT support, happier agents, and faster resolutions.

Ready to revolutionize your remote support experience? Check out our demo videos and AI solutions data sheet, then contact us to see how ScreenMeet AI tools for ServiceNow can transform your IT help desk.