AI based Incident management proposal using Webex assistant and bots

Webex integration with Service Now to provide optimal incident management and tracking. This would help in creating, managing and completing all IT helpdesk tickets within Cisco's eco system

Personas

Participated in this persona creation activity conducted by the research team. A large customer shared these roles and functions based on their organisational structure. MIM here is a Major Incident Manager.

Research

A few exploratory research questions to be shared with Cisco customers.

Process flow

Planned for two separate flows; Automated flow would allow the user to log in an incident without calling in. Manual flow would include calling in and going through support centre.

On a Cisco Touch 10 device

In order to capture incidents from within the Cisco eco-system I proposed having Webex assistant based incident management from these touch devices. The assistant could be voice assisted and can turn manual with user input.

Incident management within Webex application

Incident management using Cisco Webex assistant within the collaboration tool.

Service Now integration with Webex app

In order to provide incident logging for various touch points within Cisco's ecosystem, apart from Touch 10 devices our users would be able to log an incident from within Webex collaboration app as well.