--- sourceDocument: Yokohama Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Configure Task Intelligence for Customer Service # Configure Task Intelligence for Customer Service {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Configure Task Intelligence for Customer Service Task Intelligence for Customer Service is an application designed to enhance customer service operations by leveraging AI-driven features such as record categorization, language detection, sentiment analysis, and document intelligence. Installing and configuring this application enables ServiceNow customers to automate case handling and improve customer interactions efficiently. Show full answer Show less ## 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. 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. ## Install and configure Task Intelligence features {#configure-task-intelligence__section_ojj_m5f_5vb} Complete the following tasks to install Task Intelligence for Customer Service and configure the features.{#configure-task-intelligence__table_ix2_zsp_fvb__entry__2} | Task | Description | |-|-| | [Install the Task Intelligence for Customer Service application](https://servicenow-prod.fluidtopics.net/LU0wszYB_Vpy9j9RYLcl2A "You can install the Task Intelligence for Customer Service application (com.snc.csm_ml_task) if you have the admin role.") | You can install the Task Intelligence for Customer Service application (com.snc.csm_ml_task) if you have the admin role. | | [Configure record categorization](https://servicenow-prod.fluidtopics.net/9czfag6rqqSihYuCH~G2qg "Activate the required plugins, import training data, and create and train a model to predict field values for case and interaction records.") | Activate the required plugins and import training data. Then you can create and train a model to predict field values. | | [Configure Sentiment Analysis](https://servicenow-prod.fluidtopics.net/12PfxjNWjj3Z05G1Ew_zwg "Activate the required plugin, enable the sentiment analysis property, and assign roles to use the sentiment analysis feature.") | Activate the required plugins, enable the sentiment analysis property, and assign roles. Then you can train a model to predict case sentiment. | | [Configure language detection](https://servicenow-prod.fluidtopics.net/H9CwRzicyMaF3p3WUA9GBw "Activate the required plugins and flows to use the language detection feature.") | Activate the required plugins and the ServiceNow translator to use the language detection feature. Then you can set up a model to detect the case language. | | [Configure Document Intelligence for Customer Service](https://servicenow-prod.fluidtopics.net/mVZ6WHIo4iHKreL2XX_WKQ "Enable Document Intelligence for Customer Service and create use cases to extract data.") | Enable Document Intelligence for Customer Service and create use cases to extract data. | [Table 1. Task Intelligence feature configuration] {#configure-task-intelligence__table_ix2_zsp_fvb} ## Set up and deploy Task Intelligence models {#configure-task-intelligence__section_swl_45f_5vb} Once you have completed the configuration tasks, you can use the Task Intelligence Admin Console to set up and deploy models for record categorization, sentiment analysis, and language detection. You can also use the Task Intelligence Admin Console to access the Document Intelligence Admin interface, which you can use to create document processing use cases.{#configure-task-intelligence__table_ang_qtp_fvb__entry__2} | Task | Description | |-|-| | [Create a model to predict record fields](https://servicenow-prod.fluidtopics.net/OJtOI~SbW04e32fDdVHNUA "Create and train a model to predict fields for case and interaction records.") | Create and train a model to predict fields for cases and interactions. | | [Create a model to predict case sentiment](https://servicenow-prod.fluidtopics.net/yaiqCsXzAiQV915sVwxHnA "Edit and test the pre-trained sentiment model to predict sentiment for customer service cases.") | 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/qIcBA_WbgQYWdB1Rica_yA "Edit and test the pre-trained model to detect the language used to create customer service cases.") | 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/aHRpbRPxlffpegwyQM6VrA "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.") | Create a use case to identify the information to extract from email and case attachments. | | [Create a model to predict similar cases](https://servicenow-prod.fluidtopics.net/FMqivASJQyJH5Z50RndSOg "Test and edit the pre-trained similar cases model for predicting similarity in customer service cases and create a model for custom cases.") | Test and edit the pre-trained similar cases model for predicting similarity in customer service cases and create a new model for custom cases. | | [Edit a model](https://servicenow-prod.fluidtopics.net/lR6~o2nXgYY7VuhQJGHCVg "Edit the case models that have already been trained and deployed. Change the model configurations, view the updated training results, and redeploy the model.") | Edit the case models that have already been trained and deployed. Change the model configurations, view the updated training results, and redeploy the model. | | [Export a model](https://servicenow-prod.fluidtopics.net/ZBHlmKDeE01M_qKmYUBD6w "Export a Task Intelligence model to another instance.") | Export a Task Intelligence model to another instance. | | [Create a custom similar case model](https://servicenow-prod.fluidtopics.net/mRUQ6240bGJnYnfBxWyDYA "Set up a training model to help it recognize similarities between two types of tables by comparing their fields.") | Set up a training model to help it recognize similarities between two types of tables by comparing their fields. The model looks at the prediction fields of a prediction table and the training fields of a training table. It uses the similarities in these fields to predict similar records. | [Table 2. Model deployment in Task intelligence] {#configure-task-intelligence__table_ang_qtp_fvb} **Related concepts** * [Task Intelligence for Customer Service](https://servicenow-prod.fluidtopics.net/rnw076ynRFay_NK_VooHnw "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 Task Intelligence for Customer Service](https://servicenow-prod.fluidtopics.net/dRGso2~dPWaaInTvYArbTg "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.")