Task Intelligence for Customer Service release notes

  • Release version: Store
  • Updated December 11, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Task Intelligence for Customer Service release notes

    The Task Intelligence for Customer Service application on the ServiceNow Store enhances customer service operations through various AI capabilities, streamlining routine tasks and allowing agents to concentrate on complex case resolutions. This document outlines the release history and significant updates for the application, providing essential details for ServiceNow customers regarding new features and changes over time.

    Show full answer Show less

    Key Features

    • Version 25.4.0 (December 2025): Introduced support for granular roles.
    • Version 25.3.0 (August 2025): Added suggestions for open incidents related to specific cases.
    • Version 25.2.1 (November 2024): Enhanced model performance by identifying dependent fields and providing predictions for interaction record fields upon tabbing out. Recommendations for similar cases were also added.
    • Version 25.1.2 (August 2024): Allowed prediction of case record fields on user actions.
    • Version 25.0.0 (May 2024): Improved the admin console to display prediction results and introduced a Now Assist system user for tracking AI changes.
    • Version 24.1.1 (February 2024): Introduced a document classifier for automation and efficiency, along with monitoring model performance.
    • Version 23.3.1 (September 2023): Enhanced generalization for email interactions and interaction categorization.
    • Version 22.2.6 (December 2022): Removed the hard dependency between Task and Document Intelligence.
    • Version 22.1.21 (August 2022): Provided multiple AI capabilities including language detection and sentiment analysis.

    Key Outcomes

    These updates enable ServiceNow customers to leverage advanced AI functionalities, resulting in more efficient case management, improved predictive capabilities, and enhanced accuracy in handling customer interactions. By utilizing these features, organizations can automate routine tasks, optimize agent performance, and ultimately enhance customer satisfaction.

    Version history for the Task Intelligence for Customer Service application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 25.4.0 - December 2025
    Changed: Support for granular roles in Task Intelligence for Customer Service.
    Version 25.3.0 - August 2025
    New: Suggested Open Incidents for a given case.
    Version 25.2.1 - November 2024
    • New:
      • Improve the model performance by identifying the dependent fields in a model before displaying the predicted values.
      • Predict configured interaction record fields when the user tabs out from fields such as short description and description.
      • Receive recommendations for similar open and closed cases that are automatically trained and deployed.
      • Install the major issue management plugin and activate major issues to get major case recommendations.
    Version 25.1.2 - August 2024
    New: Predict configured case record fields when the user tabs out from fields such as short description and description.
    Version 25.0.0 - May 2024
    • Changed:
      • Task Intelligence admin console enhancements to display correct, incorrect, and skipped predictions by model and field, and compare models over a specified date range
      • Filter out predicted values that are no longer active
      • Introduced a new Now Assist system user for AI applications that captures AI changes in activity stream
      • Added an "Updating" state in the banner to let users know that AI predictions are currently being processed
    Version 24.1.1 - February 2024
    • Document classifier: Increase efficiency and automation by using the document classifier feature to categorize incoming documents.
    • Model performance on top 3 recommendations: View the prediction performance during model training for both auto fill and recommend models and use data to determine your preference for either autofill or recommendation as the prediction method.
    • Monitoring model performance at field level: View the model performance by field on the Task Intelligence Admin Console dashboard.
    • Filter out predictions that are no longer active choices.

    • If upgrading from a prior release version to Vancouver, refer to the configuration documentation (https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/configure-task-intelligence.html).

    Version 23.3.1 - September 2023
    • New
      • Task Intelligence generalization: support for email to interaction and interaction to case
      • Interaction record categorization at chat wrap up
      • Top 3 recommendations display in CSM Configurable Workspace
    Version 23.1.1 - February 2023
    New: New user experience for Document Intelligence configuration, training and deployment
    Version 22.2.6 - December 2022
    Removed hard dependency between Task Intelligence and Document Intelligence.
    Version 22.2.4 - November 2022
    • New
      • Added the language detection use case template on the Task Intelligence Admin Console
      • DocIntel v2
    Version 22.1.21 - August 2022
    Task Intelligence for Customer Service offers several AI capabilities such as language detection, multi-lingual email and case categorization, case sentiment analysis and document intelligence. These capabilities automate several routine tasks across the case lifecycle while enabling agents to focus on complex case resolution.