--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Intelligence # Intelligence {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura Use the Intelligence solutions for the Customer Service Management application to access machine learning frameworks, search and automation functions, and natural language processing to automate and enhance your agent and customer experience. ## Intelligence solutions {#intelligence-csm__section_lvm_czw_vvb} Intelligence solutions use artificial intelligence (AI) to support machine learning and natural language understanding (NLU) capabilities. Artificial intelligence : Several Customer Service Management applications use an artificial intelligence layer as a framework for machine learning models to interpret language and predict the best resolution for cases. Examples include Predictive Intelligence, Task Intelligence, and Document Intelligence. Artificial intelligence is the foundation of machine learning and natural language understanding frameworks. Machine learning : [Machine learning solutions for Customer Service Management](https://servicenow-prod.fluidtopics.net/kJwUzEuqW~lS2YPPeZbmyQ "Machine learning in Customer Service Management helps with case creation, assignment, and resolution.") help with case creation, case assignment, and case resolution. Natural Language Understanding : [Natural Language Understanding](https://www.servicenow.com/docs/access?context=nlu-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) helps with features such as sentiment analysis, which analyzes customer interactions for positive, negative, or neutral tone. NLU can also interpret customer intent when interacting with a virtual agent to automatically fulfill requests. For example: a customer asks "I need access to the XYZ environment", and NLU interprets "Grant access" as the intent and "XYZ environment" as the entity. ## Task Intelligence for Customer Service {#intelligence-csm__section_ct2_zrw_vvb} The Task Intelligence for Customer Service application offers you several AI capabilities. You can use language detection, record categorization, Sentiment Analysis, and Document Intelligence to automate your routine tasks across a case's life cycle. These capabilities also enable your agents to focus on resolving complex cases. To learn more about Task Intelligence, see [Task Intelligence for Customer Service](https://servicenow-prod.fluidtopics.net/_EPuqprCHYSsJphGFTrErQ "Task Intelligence for Customer Service offers several AI capabilities such as language detection, record categorization, Sentiment Analysis, and Document Intelligence. These capabilities automate several routine tasks across the case lifecycle and enable agents to focus on complex case resolution."). ## Recommended Actions application for Customer Service Management {#intelligence-csm__section_yft_csw_vvb} By using the Recommended Actions application for Customer Service Management, you can configure and display the relevant, recommended actions for your agents. These actions are based on the context of the record. Your agents can quickly follow these recommended actions to assist customers and to resolve issues. The following example shows the recommended actions on the case record. The panel offers the agent options to assist with a home loan application, such as getting a credit report, determining eligibility, and gathering documents. Figura 1. Recommended Actions contextual side panel To learn more about Recommended Actions, see [Recommended Actions application](https://servicenow-prod.fluidtopics.net/CaJ4HtpVsu6aQnGOFQquaw "Use the Recommended Actions application to display relevant actions to agents based on a context of a record or enable agents to perform an AI search to find relevant resources. Agents can quickly and easily take action to help customers and resolve their issues."). ## Predictive Intelligence for case management {#intelligence-csm__section_mml_5sw_vvb} You can assist your agents when they are creating cases by limiting the amount of information that they have to enter. For example, an agent only has to enter a short description of the case. Based on the agent's input in the short description field, Predictive Intelligence predicts the category, priority, and assignment group, routing the case to the correct queue. To learn more about Predictive Intelligence, see [Predictive Intelligence for case management](https://servicenow-prod.fluidtopics.net/HQRVX~ScqD2Bw2kUrbLAvg "Assist agents with case creation by requiring a minimum of information, such as the short description, and predicting values for the category, priority, and assignment group."). ## Guided Decisions for Customer Service Management {#intelligence-csm__section_h4z_dtw_vvb} You can resolve complex cases faster and more efficiently by guiding your agents through a structured troubleshooting process. Guided Decisions is a decision tree authoring and  execution capability in the Customer Service Management application. Use Guided Decisions to guide agents through troubleshooting processes that are based on case context. These processes ask a series of questions and agents provide answers. Based on those answers, agents receive guidance on the next steps to take in the resolution process. Guided Decisions can help customer service agents by offering step-by-step dynamic guidance as they work to resolve customer issues. This assistance with case resolution can improve agent productivity and customer satisfaction and can help companies in meeting business outcomes. The key benefits include: * Reduce manual errors by setting up standard processes as decision trees. * Improve agent productivity by embedding decision trees in recommended actions and playbooks and surfacing relevant actions based on a customer's situation. * Increase customer satisfaction with consistent agent processes and responses. * Improve first contact resolution by guiding agents along the optimal path to resolve complex cases. {#intelligence-csm__ul_w1v_2cw_txb} To learn more about Guided Decisions, see [Configuring Guided Decisions](https://servicenow-prod.fluidtopics.net/1pq9AGVL1bfY6N7Cbe~n7A "Create structured troubleshooting processes for your agents through the ServiceNow Guided Decisions Experience application. Help your agents solve complex issues in a consistent way.").