---
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


---

# Use Task Intelligence for Customer Service

# Use Task Intelligence for Customer Service {#ariaid-title1}

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

Use the Task Intelligence features to create field prediction and sentiment models,
review and submit values extracted by Document Intelligence, and review task intelligence
analytics and prediction history.
Use the Task Intelligence Admin Console to create models and Document Intelligence use cases:

* [Create a model to predict record fields](https://servicenow-prod.fluidtopics.net/l3oGyWOM6Fj~MwK8ZBONOQ "Create and train a model to predict fields for case and interaction records.")
* [Create a model to predict case sentiment](https://servicenow-prod.fluidtopics.net/hBL35sm54ok8hcYAGE1QwA "Edit and test the pre-trained sentiment model to predict sentiment for customer service cases.")
* [Create a model to detect case language](https://servicenow-prod.fluidtopics.net/YsBr8suuFVCuoGV0HGGcXw "Edit and test the pre-trained model to detect the language used to create customer service cases.")
* [Create a Document Intelligence use case](https://servicenow-prod.fluidtopics.net/q1rQMAJd9OoS7AfHF~AzGg "Create a use case that identifies the information to extract from email and case attachments and determines how users with CSM agent roles interact with the extracted values in the Document Intelligence workspace.")
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You can also use Task Intelligence features to complete the following tasks:

* [Review and submit values predicted by Document Intelligence](https://servicenow-prod.fluidtopics.net/QonLjO0RsNPvF1rHWIq7oA "Agents can extract, validate, and update the key values from valid attachments in the case using the Document Intelligence interface.")
* [View Task Intelligence Analytics](https://servicenow-prod.fluidtopics.net/GQpdR29zTCj0qVKfBd~YFA "View the Task Intelligence for CSM Analytics dashboard to monitor the model performance over time, track the business value, and see what predictions your agents did or didn't use.")
* [View Task Intelligence prediction history](https://servicenow-prod.fluidtopics.net/O1MvwZiAtje06~rPbQfN4A "View details about historical predictions in the Predictor Result [ml_predictor_results] table.")
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## Related information {#use-task-intelligence__section_thd_y2y_ryb}

For more information about Task Intelligence for Customer Service, see the following topics:

* [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.")
* [Configure Task Intelligence for Customer Service](https://servicenow-prod.fluidtopics.net/FkKaYOqnGPkA5NS1TSoIKg "Install the Task Intelligence for Customer Service application and configure the different features: record categorization, language detection, Sentiment Analysis, and Document Intelligence for Customer Service.")
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