--- 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 --- # Task Intelligence for Customer Service # Task Intelligence for Customer Service {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Task Intelligence for Customer Service Task Intelligence for Customer Service in the Yokohama release provides AI-driven capabilities to automate routine case management tasks, enabling agents to focus on complex issue resolution. Key functionalities include multi-lingual record categorization, sentiment analysis, language detection, document intelligence, and similar case recommendations. These features streamline case handling, enhance customer experience, and improve case routing and prioritization. Show full answer Show less ## Key Features * **Record Categorization:** Utilizes a single machine learning model supporting multiple languages (English, French, German, Spanish, and more on demand) to automatically classify cases and interactions. It analyzes email content, attachments, and case descriptions to populate fields and support automatic routing to appropriate service desks. * **Sentiment Analysis:** Detects customer sentiment from email and case text (currently in English), helping agents prioritize work and deliver empathetic support. * **Language Detection:** Identifies up to 20 languages used in case creation, records the language as a skill, and facilitates routing cases to agents with matching language expertise. * **Document Intelligence:** Extracts relevant data such as credit card numbers or addresses from PDFs and images to auto-populate case fields, reducing manual effort and speeding resolution. * **Similar Case Recommendations:** Helps agents find related cases quickly, improving issue understanding and enabling more informed support, especially for major problems. * **Admin Consoles:** The Task Intelligence Admin Console enables creation, training, deployment, and monitoring of machine learning models with options for auto-fill or recommendation-only modes. The DocIntel Admin experience simplifies managing document processing use cases and their performance. ## Implementation and Use The Task Intelligence for Customer Service application is available on the ServiceNow Store and depends on several plugins, including Predictive Intelligence, Skills Management, and Language Detection. After installation, customers can configure features and create models via the Admin Console. The solution supports automated field predictions, sentiment extraction, document data review, and analytics monitoring, enhancing operational efficiency. ServiceNow customers can leverage these capabilities to automate routine case tasks, improve case routing accuracy, offer empathetic customer engagement, and accelerate case resolution. This results in higher agent productivity and improved customer satisfaction. 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. Figure 1. Task Intelligence features on the Case form {#csm-task-intelligence__table_epw_m1g_vtb__entry__2} | Feature | Description | |-|-| | [Record categorization](https://servicenow-prod.fluidtopics.net/Zwg7L_ED5534coIWuQq3pg "The record categorization feature included with Task Intelligence for Customer Service uses machine learning models to evaluate text, predict field values, and automatically populate fields on case and interaction records.") | Task Intelligence for Customer Service provides the following types of categorization: * Multi-lingual record categorization: Use a machine learning model that understands English, French, German, and Spanish to evaluate text in emails and records created in different languages and to predict and automatically populate fields on records in the Case table, tables that extend the Case table, and the Interaction table. This feature uses one machine learning model to support multiple languages so you no longer need one model per language. The model can also support additional languages on demand. * Attachment-based record categorization: Use a machine learning model to parse email or record text and attachments and automatically populate fields on case and interaction records based on signals contained in the text. This feature evaluates text in the email subject and body, the record short description and description, and the attachments and uses all of this information to predict field values. As a result, you can integrate predictions with any routing engine and automatically route records to the appropriate service desk based on these values. {#csm-task-intelligence__ul_hz1_rvh_f5b} | | [Sentiment Analysis](https://servicenow-prod.fluidtopics.net/lelzI8H2_G2X3AkSDpNyjw "Sentiment Analysis can help you gauge customer emotions, enabling you to provide more empathetic and compassionate customer experiences.") | Detect and display the initial and ongoing sentiment of customer service cases by evaluating the following text: * Email subject and body * Case short description and description {#csm-task-intelligence__ul_krn_yzh_f5b}Help agents gauge customer emotions and better prioritize their work while enabling them to provide more empathetic and compassionate customer experiences. Sentiment Analysis is currently available in English. | | [Language detection](https://servicenow-prod.fluidtopics.net/iLWQS9cpYkX8cJyGlPGC9A "The language detection feature uses a pre-trained model to detect the language used to create customer service cases. You can configure the model to add the language to the Language field on the case record and/or add the language as a skill for the case.") | Identify the language used to create a customer service case and add the language to the Language field for the case record. This feature can identify up to 20 different languages. Add the identified language to the case as a skill, which is stored in the Task Skills table. This table can be configured as a related list on the Case form. Use the identified language to route cases to assignment groups and agents with the necessary language skills. | | [Document Intelligence](https://servicenow-prod.fluidtopics.net/XACPPiH1ypo7kEowXPE3oA "Use the Document Intelligence for Customer Service feature to extract relevant information from email and case attachments, such as credit card numbers or customer addresses, and add that information to cases.") | Document intelligence reduces the time needed to resolve the case by automating some of the routine case tasks, which enables agents to focus on more complex case resolution. Extract relevant information from PDF and image files, such as credit card numbers, vendor names, or customer addresses, and add that information to fields on the case. | | [Task Intelligence Admin Console](https://servicenow-prod.fluidtopics.net/X40mDiiGfcyhWo8N6LnylQ "Use the Task Intelligence Admin Console to create, train, and deploy machine learning models that predict different types of information for case and interaction records.") | The Admin Console provides a business friendly interface that you can use to create, train, and deploy machine learning models to predict field values for records, extract sentiment, and detect language. The models provide flexible options to either auto-fill values on the records or to provide recommendations only, depending on the sensitivity of those fields. An option is also available to run the model in the background only for monitoring purposes. | | DocIntel Admin experience | The Document Intelligence application includes the DocIntel Admin experience, which provides an easy-to-use interface that you can use to do the following: * Create and configure document processing use cases * Monitor the performance of Document Intelligence use cases {#csm-task-intelligence__ul_prt_lkf_2wb}For more information, see [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."). | | [Similar case recommendations](https://servicenow-prod.fluidtopics.net/uyMDOXIq5_qLNpNdUzZQaw "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.") | Use the Similar Case Recommendation feature to quickly locate similar cases that offer valuable insights into the current issue. Also, use this feature to suggest cases that might be related to major problems, helping you provide more informed and efficient support. | [Table 1. Task Intelligence for Customer Service features] {#csm-task-intelligence__table_epw_m1g_vtb} ## Request apps on the Store {#csm-task-intelligence__section_xfg_tgm_2tb} Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#csm-task-intelligence__inline-send-to-store} ## Task Intelligence for Customer Service application {#csm-task-intelligence__section_zxv_tqj_wtb} The Task Intelligence for Customer Service application (com.snc.csm_ml_task) is available from the ServiceNow Store. This application has the following plugin dependencies: * Predictive Intelligence for Customer Service Management (com.snc.csm_ml) * Customer Service (com.sn_customerservice) * Skills Management (com.snc.skills_management) * Dynamic Translation (com.glide.dynamic_translation) * ServiceNow Language Detection Service Spoke (com.glide.language_detection_spoke) * Predictive Intelligence - Task Intelligence (com.glide.platform_ml_task) * Admin Center for Task Intelligence (com.sn_ti_admin) {#csm-task-intelligence__ul_zl2_1hy_dwb} ## Configuring Task Intelligence for Customer Service {#csm-task-intelligence__section_h54_tcb_4yb} After installing the Task Intelligence for Customer Service application, you can configure the different features and use the Task Intelligence Admin Console to create models. For more information, see: * [Install and configure Task Intelligence features](https://servicenow-prod.fluidtopics.net/N_fOZaxHmpE1NjCIZIOx_Q#configure-task-intelligence__section_ojj_m5f_5vb) * [Set up and deploy Task Intelligence models](https://servicenow-prod.fluidtopics.net/N_fOZaxHmpE1NjCIZIOx_Q#configure-task-intelligence__section_swl_45f_5vb) {#csm-task-intelligence__ul_l33_2db_4yb} ## Using Task Intelligence for Customer Service {#csm-task-intelligence__section_ugh_5cb_4yb} Use the Task Intelligence features to complete the following tasks: * Create field prediction and sentiment models for case and interaction records * Review and submit values extracted by Document Intelligence * Review Task Intelligence analytics and prediction history {#csm-task-intelligence__ul_brd_xdb_4yb}For more information about these tasks, see [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.").