Sui Choi

• ServiceNOW Chatbot PJ

SNOW Chatbot has been opened as part of a global project.

In ServiceNow, I have selected related system categories to find answers to queries before ticket creation, received Korean FAQs through chatbots, and improved functions so that users can solve them directly through FAQs.

Through FAQ, I created a function to automatically generate tickets based on the CHAT we exchanged earlier when it was difficult to solve the final problem.

It is expected that users will be able to save time for Q&A by solving basic problems on their own, and that they will be able to develop problem-solving skills.

• Launching Store Report (Store Reporting Integrated System)

We have launched a system to efficiently send existing email-based reporting/contact/counseling through Store Report.

Store Report System Guide

Submit store reports through each Google Form → automatically send emails to the headquarters department that needs reception.

• Prepare Regular Reporting

- Asset Report (For IT / For Maintenance Vendors)

- Update Dashboard of Asset in SNOW

- Regular Report Scheduling

- Aging Ticket Report

• Preparing for automation of the asset standard process : Master all of FRLK's IT assets by putting in the Service Now system(CMDB, Asset). Through this, the process is also structured to facilitate asset management.

- 100% Manage all assets via ITAM/CMDB and update correct information.

- Start to update Vendor's consignment Asset

- Check all Asset in SNOW and update correct data

- Check completion rate and do offline agreements

- Standardization of IT asset labeling using new technology

• Business Satisfaction Increase

-Improvement IT service satisfaction survey results

-Identify and improve user needs and increase service level by writing KBA (related ServiceNOW Chatbot PJ)

-Find integration points to prevent information from being distributed by the diversity of existing channels

-Suggest new solution for listening voice of employee

-Identify what the store and HQ want from each other through Google form or survey (related Launching Store Report)

• Helped customers complete purchases, locate items and join reward programs.
• Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
• Stocked merchandise, clearly labeling items, and arranging according to size or color.
• Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
• Supported loss prevention goals by monitoring shopper behavior.