PlatformZoeVoice
Look people up by name, and record the real caller on incidents
Zoe can search your ServiceNow people directory by partial name, so adding a watcher or naming a caller no longer needs an exact username, and incidents she creates are recorded against the person who asked for them.
Watch-list entries accept an email address, a username or a directory match, and dictated names are matched tolerantly, so this works on a phone call as well as in chat.
You can also ask Zoe to raise an incident on someone else's behalf; she looks the person up and names them on the record instead of leaving the caller blank.