Solution definitions and business rules for Predictive Intelligence for Legal Service Delivery
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Summary of Solution definitions and business rules for Predictive Intelligence for Legal Service Delivery
This content describes how ServiceNow's Predictive Intelligence for Legal Service Delivery enables legal teams to automate classification and assignment of legal requests and ethics complaints using machine learning. It outlines the solution definitions, use cases, and business rules included in the Yokohama release version, helping customers train, test, and monitor predictive models tailored to their legal service workflows.
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Solution definitions
After activating the required plugins (Predictive Intelligence and Predictive Intelligence for Legal Service Delivery), customers gain access to predefined solution definitions used for classification tasks. These solutions predict subcategories and assignment groups for legal requests and ethics complaints by analyzing fields like short description, description, and subcategory.
These solution definitions are provided out-of-the-box but must be trained on the customer's instance before use. They can be found under All > Predictive Intelligence > Classification > Solution Definitions and can be customized or extended to meet specific business needs.
Key use cases
- Legal Request Assignment: Predicts the assignment group for general legal requests.
- Legal Request Sub-categorization: Predicts the subcategory for general legal requests.
- Ethics Complaints Assignment: Predicts the assignment group for ethics complaints.
- Ethics Complaints Sub-categorization: Predicts the subcategory for ethics complaints.
These use cases support automated routing and categorization, improving response times and accuracy in legal service delivery.
Business rules
Business rules are configured to trigger predictive intelligence models for assignment and subcategorization predictions. The base system includes business rules for general legal requests, but customers should create additional business rules specifically for ethics complaints to complete the solution. Customers can also create custom solution definitions and corresponding business rules for other fields as needed.
What customers can expect
- Improved efficiency through automated categorization and assignment of legal service requests and ethics complaints.
- Flexibility to customize and extend predictive models and business rules to fit unique organizational requirements.
- Access to machine learning capabilities integrated within the ServiceNow platform, facilitating better legal service delivery workflows.
Solution definitions and business rules are defined to train, test, and monitor the predictive intelligence solution.
Solution definitions
The solution definition for Predictive Intelligence for Legal Service Delivery is available when you activate Predictive Intelligence plugin (com.glide.platform_ml) and Predictive Intelligence for Legal Service Delivery (sn_lg_pi) plugin. You can customize the solution definition to meet your business requirements.
You can also create and train machine-learning solutions as per your requirement. For more information, see Predictive Intelligence.
| Solution Type | Solution Definition | Description |
|---|---|---|
| Classification | Legal Request Sub-categorization | Predicts the subcategory for general legal request based on short description and description. |
| Classification | Ethics Complaints Sub-categorization | Predicts the subcategory for ethic complaints based on description. |
| Classification | Legal Request Assignment | Predicts the assignment group for general legal request based on short description, description, and subcategory. |
| Classification | Ethics Complaints Assignment | Predicts the assignment group for ethic complaints based on description and subcategory. |
Use cases
The following use cases are available in the base system. You can access use cases by navigating to .
| Use case | Description |
|---|---|
| Legal Request Assignment | Predicts the assignment group for general legal request based on short description, description, and subcategory. |
| Legal Request Sub-categorization | Predicts the subcategory for general legal request based on short description and description. |
| Ethics Complaints Assignment | Predicts the assignment group for ethic complaints based on description and subcategory. |
| Ethics Complaints Sub-categorization | Predicts the subcategory for ethic complaints based on description. |
Business rules
The business rule triggers the predictive intelligence to predict the assignment group and sub categorization. The following business rules are available in the base system. To complete the solution definition and use cases available in the base system, create a business rule for Ethics Complaints.
You can create your own solution for any fields based on your requirement. For any solution definition defined, create a corresponding business rule.
| Solution Definition | Description |
|---|---|
| Predict legal request assignment group | Predicts the assignment group for general legal request based on short description, description, and subcategory. |
| Predict legal request subcategory | Predicts the subcategory for general legal request based on short description and description. |