Key Features

• Record Categorization: Activate necessary plugins and import training data to create and train models that predict case and interaction field values automatically.
• Sentiment Analysis: Enable sentiment analysis by activating plugins, configuring properties, and assigning roles to train models that identify the sentiment of customer service cases.
• Language Detection: Use the ServiceNow translator and activate relevant plugins to set up models that detect the language of customer cases.
• Document Intelligence for Customer Service: Enable document intelligence to create use cases that extract relevant data from emails and case attachments.

Model Setup and Deployment

After configuration, the Task Intelligence Admin Console serves as the central interface for:

• Creating, training, and deploying models for record categorization, sentiment analysis, and language detection.
• Accessing the Document Intelligence Admin interface to develop document processing use cases.
• Editing existing models to adjust configurations, review training outcomes, and redeploy models.
• Exporting models to other ServiceNow instances.
• Creating custom similar case models that identify similarities between different case types by comparing fields from training and prediction tables.

Practical Benefits

ServiceNow customers can expect streamlined customer service workflows through AI-assisted case classification, accurate sentiment and language detection, automated data extraction from documents, and enhanced case similarity predictions. These capabilities help reduce manual effort, improve response accuracy, and enable more personalized customer support.