Exploring Task Intelligence
Summarize
Summary of Exploring Task Intelligence
Task Intelligence leverages machine learning models to analyze your data and make predictions that improve task management processes. It enables automated task creation, triage, investigation, and remediation, helping agents spend less time on administrative work and more on high-value activities. This results in faster issue resolution and improved service experiences, reducing mean time to resolve (MTTR) and operational costs.
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Key Features
- Model Types Supported:
- Incident field prediction: Predicts incident form fields to assist ITSM workflows.
- Similarity model management: Finds similar records to aid in task triage and resolution.
- Case field prediction: Predicts fields on customer service cases, including categorization.
- Record categorization: Categorizes emails and cases based on language and content.
- Sentiment prediction: Analyzes customer sentiment during case handling; pre-trained model editable by admins.
- Language detection: Detects language used in customer cases; pre-trained and editable.
- No-code Admin Console: Allows admins to create, configure, train, test, and deploy predictive models without coding, supporting automation across ITSM and Customer Service Management (CSM) applications.
- Model Training: Utilizes historical data to train statistical models that predict future outcomes and optimize task workflows.
- Analytics and Monitoring: Provides tools to evaluate model performance and effectiveness.
Benefits for ServiceNow Customers
- Faster Resolution: Automated predictions and recommendations help agents resolve issues more quickly and accurately.
- Improved Agent Efficiency: Reduces manual data entry and task preparation, allowing agents to focus on complex, high-value work.
- Enhanced Customer Experience: By improving case categorization, sentiment analysis, and language detection, customers receive more personalized and timely support.
- Cost Reduction: Minimizes errors and operational overhead through intelligent automation.
- Seamless Integration: Works within existing ServiceNow ITSM and CSM frameworks to streamline task management and service delivery.
Learn more about Task Intelligence and how machine learning models can learn from your data to make predictions and achieve important outcomes.
Task Intelligence overview
With Task Intelligence, you can easily set up machine learning solutions that interact with your data. Then, track how the solutions are impacting creation, deflection, triage, remediation, and optimization moments. With automated task creation, triage, and investigation, agents spend less time receiving and preparing information, so tasks can proceed faster. These models can help you work more efficiently, helping to lower the mean time to resolve (MTTR) of tasks.
- Solve issues faster for better service and experiences
- Focus on meaningful, high-value work
- Reduce error rates and drive down costs
- Improve time to value with intuitive experiences
| Model | Application | Description |
|---|---|---|
| Incident field prediction | Task Intelligence for ITSM | |
| Similarity model management | Task Intelligence for ITSM | Create a similar records prediction model in Task Intelligence for ITSM |
| Case field prediction | Task Intelligence for CSM |
Predicts output fields on case forms, including categorization. |
| Sentiment prediction | Task Intelligence for CSM |
Predicts current and trending user sentiment. Note:
Model is pre-trained but can be tested and edited. Only one sentiment model can be configured. |
| Language detection | Task Intelligence for CSM |
Detects language which language is being used. Note:
Model is pre-trained but can be tested and edited. Only one language detection model can be configured. |
Task Intelligence workflow
The Task Intelligence Admin Console uses machine learning models. The models are statistical and can predict future data by training with your past data.
With the Admin Console, create, configure, train, test, and deploy predictive models used for automation in other ServiceNow features and applications, such as Customer Service Management (CSM).
Training a machine learning model is when the model learns patterns in past data to make predictions for new data. Models are trained using a lot of data so that they can learn patterns and the large data set makes the learned patterns statistically significant. By answering questions about your information systems, business process, and service operations, the system actively learns from your responses.
Task Intelligence benefits
The Task Intelligence Admin Console provides admins with a no-code experience for deploying Task Intelligence solutions. The seamless experience helps you automate and optimize task creation, deflection, triaging, and resolution.
Features are implemented by two applications: Task Intelligence for Customer Service and Task Intelligence for ITSM.
| Benefit | Feature | Users |
|---|---|---|
| Predict form field values to auto-populate or recommend as suggestions | Create a field prediction model | Admins, agents |
| Categorize emails and cases based on language and attachment content | Record categorization | Agents |
| Predict incident category and priority based on previous incidents to lower time to resolution | Create an incident prediction model | Agents |
| Analyze initial and ongoing sentiment during customer service cases | Sentiment Analysis | Agents |
| Identify the language used to create customer service cases | Language detection | Agents |
| Analyze and assess the performance of models | Task Intelligence Analytics and Monitoring | Admins |