View Task Intelligence prediction history

  • Release version: Washingtondc
  • Updated August 8, 2024
  • 2 minutes to read
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    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 View Task Intelligence Prediction History

    The View Task Intelligence Prediction History feature allows users to access historical prediction data stored in the Predictor Result table, which includes details such as predicted language, predicted and actual values, and prediction confidence. This data is essential for monitoring the performance of prediction models.

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    Key Features

    • Accessing Prediction History: Navigate to All > Task Intelligence for Customer Service > History to view the Predictor Result list. Access is granted to users with specific roles, including Task Intelligence admin and Customer Service manager.
    • Categorization Feedback: Captures values when a case is closed, provided case categorization is active and the predicted field differs from the case field. It works for both record categorization solutions and those with attachments.
    • Training Data Sources: Email categorization solutions utilize data from the Email table, while case categorization solutions use data from the Case table or its extensions. Interaction categorization solutions draw from the Interaction table.
    • Final Input and Output Values: The feedback mechanism stores various values in the Predictor Result table, including predicted output and input values, final input and output values, and prediction confidence percentage.
    • Duplicate Entries Prevention: For email sentiment replies, users can prevent duplicate entries by deactivating the Predict Sentiment for Cases inbound email action.

    Key Outcomes

    By utilizing the prediction history, ServiceNow customers can effectively track model performance, enhance case categorization accuracy, and streamline interactions with customers. Implementing categorization feedback can lead to improved prediction reliability and operational efficiency in customer service processes.

    View details about historical predictions in the Predictor Result [ml_predictor_results] table.

    The Predictor Result table includes entries for each prediction result, including the predicted language, predicted and actual values, and prediction confidence. You can use the data in this table to monitor model performance.
    Note:
    Records are created in the Predictor Result table regardless of the model prediction behavior. This includes the Testing behavior that does not add prediction values to the case.

    Viewing prediction data

    Navigate to All > Task Intelligence for Customer Service > History to view the Predictor Result list.

    Users with the following roles can access the History module:
    • Task Intelligence admin [sn_csm_ml_task.ti_admin]
    • Customer Service manager [sn_customerservice_manager]
    Categorization feedback captures values when the status of a case changes to Closed. It captures these values if:
    • Case categorization is active.
    • The predicted field value is different from the case field value.

    Categorization feedback works for record categorization solutions and for solutions with and without attachments. Email categorization solutions are trained using data from the Email [sys_email] table. Case categorization solutions are trained using data from the Case [sn_customerservice_case] table or from tables that extend the Case table. Interaction categorization solutions are trained using data from the Interaction [interaction] table.

    Categorization feedback is triggered by a flow.
    • When email information is used for prediction, the final input values remain empty.
    • When attachment information is used for prediction, the attachment sys_ids are not included in the final input values.
    Categorization feedback stores the following values in the Predictor Result table:
    • Predicted Output Value Name
    • Predicted Input Value Names
    • Predicted Output Value
    • Predicted Input Values
    • Final Input Value
    • Final Output Value
    • Predicted Confidence (percentage)
    If the values for a case have been predicted using an email categorization solution:
    • The Final Input Value remains blank because it is not expected that the agent will modify the values of the email, such as subject and body.
    • When the case is closed, the final value in the Predicted Output Value is stored in the Final Output Value.
    If the values for a case or interaction have been predicted using a record categorization solution:
    • The values from the fields defined in Predicted Input Value Names are stored in Final Input Value.
    • When the case is closed, the final value in the Predicted Output Value is stored in the Final Output Value.

    Email sentiment replies

    Duplicate entries can be posted in the Predictor Result table for email sentiment replies. To prevent these duplicate entries, deactivate the Predict Sentiment for Cases inbound email action. For more information, see Inbound email actions.