ASML’s most important recruit ASML’s solution to this challenge was the arrival of Violet, a ServiceNow Virtual Agent, ServiceNow has helped providing 24/7 support, instant answers to questions, and connecting users to more us to demonstrate the information to make their working lives easier. Just months after her arrival, Violet is helping ASML’s employees worldwide to get the best out of IT services and support. tremendous value that The success of Violet is testament to the power of ServiceNow’s AI-enabled Violet can deliver for conversational chatbot automation technology and to the commitment of ASML the business – and it’s to chatbot development best practice, creating the ideal Virtual Agent persona that a template we can could deliver a high-quality user experience. extend to repetitive Ramon and colleague Beau Chaitram, ASML’s ServiceNow Product Owner, brought processes in many together a multi-disciplinary team of companywide stakeholders to ensure that the needs of the company’s diverse user groups were fully understood and catered for other operational areas. in the solution. “In their early years, chatbots felt robotic and not very clever,” says Beau. Ramon de Bruijn, Manager, Enterprise Service Management Center “Today, a well-designed ServiceNow chatbot offers a high-quality user experience, of Excellence and Innovation, ASML recognizing what you need and responding in an engaging way. You don’t feel like you are talking to a robot anymore. “We wanted a name for our Virtual Agent that our people would feel an instant connection to. Violet comes from the ultraviolet light in our production process, and, to give her a human feel, we built a persona imagining what she would be like if she were a real person. “We wanted her to be professional and efficient, warm, and friendly, someone people would trust to help them solve their problems. Also, we wanted her to be aware of her own limitations with the ability to connect users to our other channels, including humans, when necessary.” 200 昀椀rst line service desk engineers freed for higher value projects and innovations ASML