Transformational results Within weeks of launch, more than 6,000 employees were connecting with Violet, with user satisfaction scores exceeding 80%. The predictability rate – the ability of 24/7 support Violet to correctly diagnose the user’s intent and direct them to the correct topic, along with instant answers to based on a few initial words – stood at an impressive 90%. questions, connecting users “This is only the first version of Violet,” says Beau. “We’ll continue our journey to to more information make her even more sophisticated by improving the advanced analytics (AI) technology and by expanding our knowledge base.” “Knowledge management is vital,” agrees Ramon. “Violet can only use the information she has access to, so we must keep feeding her with more and more, and deflection rates will continue to rise as a result.” Automatically assign work to the right subject matter expert with Template for all employee requirements the skills and capacity to respond In the future, Ramon and Beau believe Violet will play a key role supporting employee issues and questions beyond IT, by becoming the Virtual Agent for ASML’s People Portal, the company’s hub for all employee-related matters, such as a parental leave request, a facilities reservation, or an IT question. Ramon concludes: “ServiceNow has helped us to demonstrate the tremendous value that Violet can deliver for the business – and it’s a template we can extend to repetitive processes in many other operational areas. “We appreciate ServiceNow’s investment in innovation in process automation, they’re always coming up with new things, new capabilities. We follow these developments closely and the flow of these new capabilities provide tremendous ongoing benefits for us.” © 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN_CaseStudy_ASML_Jul_2022 servicenow.com