---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Machine learning solutions for Customer Service Management

# Machine learning solutions for Customer Service Management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Machine learning in Customer Service Management helps with case creation, assignment, and
resolution.  
{#machine-learning-csm__table_s3b_qjf_p1c__entry__2}

|   |   |
|-|-|
| [Task Intelligence for Customer Service](https://servicenow-prod.fluidtopics.net/RqtXmHW9aL6_U07WpPRDog "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.") | Use the following AI capabilities to automate several routine tasks across the case life cycle and enable agents to focus on complex case resolution. * Record categorization * Sentiment analysis * Language detection * Document intelligence {#machine-learning-csm__ul_qck_vjf_p1c} |
| [Predictive Intelligence for CSM solution definitions](https://servicenow-prod.fluidtopics.net/ZC2sCPlZ3iUm4Nrq2AgsXw "Use your instance records to build Customer Service Management specific solutions.") | Use predictive intelligence solution definitions to assist agents with a variety of tasks. Solution definitions predict one or more output fields based on a configured input field. |
| [Trending case topics](https://servicenow-prod.fluidtopics.net/lskRbncDSWMeHnOLn5bL_Q "Resolve cases more efficiently and proactively using Predictive Intelligence to identify clusters of cases with similar issues and pinpoint factors that drive up case volume. Each cluster of cases represents a trending case topic.") | Identify clusters of cases with similar issues and pinpoint factors that drive up case volume. Each cluster of cases represents a trending case topic. |
| [Similar case recommendations](https://servicenow-prod.fluidtopics.net/108iEGS1LiyzBT2dTSxnCA "The similar case recommendation feature enables customer service agents to easily find similar cases that can provide helpful information about a current case. This feature can also provide recommendations about cases that may be related to major issues.") | Enable customer service agents to easily find similar cases that can provide helpful information about cases they are currently working on. |
| [Estimated time to resolve a case](https://servicenow-prod.fluidtopics.net/DhSPnJe4ExChO95pCqy~yA "Machine learning in Customer Service Management helps with case resolution by predicting the estimated time to resolve a case.") | Predict the estimated time to resolve a case based on attributes such as the case short description, category, priority, and assignment group. |
| [Predictive Intelligence for case management](https://servicenow-prod.fluidtopics.net/5nku19cG22Zyb72t2Za3hw "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.") | Predict values for a case, such as the category, priority, and assignment group, based on information entered in the short description. |
| [Auto-responder notifications](https://servicenow-prod.fluidtopics.net/~fH__3g~Q9k6YnoQ9hYL1w "Configure the Auto-Responder feature for sharing relevant content in email notifications for deflecting cases.") | Use auto-responder notifications to share relevant content in email notifications that can help deflect cases. |
[ ]

{#machine-learning-csm__table_s3b_qjf_p1c}