Predicting the fields for an incident record Incident service and category prediction
The incident service and category prediction capability is used by the AI worker such as AI L1 Service Desk Specialist as part of the Zero Touch Service Desk to effectively triage, categorize and resolve incidents.
Based on the incident details such as description and short description of an incident record, the capability enables to predict the following incident fields which helps to effectively triage and resolve incidents:
- Category
- Subcategory
- Service
- Service Offering
- Configuration Item
The incident service and category prediction capability supports the following providers:
- Now LLM Service
- AWS Claude
- Google Gemini
- Azure OpenAI