If you miss any content, please leave it as a comment and I will add it to this article.
| Table of Contents |
My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Predictive Intelligence?
Predictive Intelligence uses machine learning to continuously analyze operational data, identifying patterns and similarities. It then uses these to make predictions and recommendations. Think of it as the ultimate virtual assistant, integrating seamlessly with ServiceNow workflows to eliminate time-wasting manual work and deliver the information employees need to work faster and smarter. Using Predictive Intelligence provides measurable business benefits
- Reduce the number of interactions required to resolve tasks
- Reduce the error rates of categorizing and assigning work
- Provide a better user experience with reduced reassignment and faster MTTR
- Support better customer and agent experiences
Entry point to the official product information pages.
Entry point to the official product documentation.
Summarized information in one PDF file
Provides implementation steps to achieve a prescribed set of product outcomes for Predictive Intelligence (PI)
Describes the inherent functionality of Predictive Intelligence (PI) and outlines the technical components in the form of a diagram.
Trainings & Courses
Get Started with Predictive Intelligence
Welcome to this introduction to ServiceNow Predictive Intelligence (PI). In this course, you will learn how to define and execute Machine Learning (ML) models. These models may be used to explain the behavior of, or predict a value for, the target. They also find previously unknown patterns or relationships in data. In addition, you will learn how to prepare input data for effective use with ML models.
Predictive Intelligence Fundamentals
Welcome to this overview of ServiceNow Predictive Intelligence (PI). In this course, you will learn how Machine Learning (ML) and Artificial Intelligence (AI) are used to categorize, route, and prioritize issues automatically, and how to find and group similar records. Predictive Intelligence learns from patterns in historical data, becoming increasingly accurate in its predictive recommendations.
Predictive Intelligence Implementation
Welcome to this overview of ServiceNow Predictive Intelligence (PI) implementation. In this course, you will learn how Machine Learning (ML) is used to categorize, route, and prioritize issues automatically, and how to find and group similar records. Predictive Intelligence learns from patterns in historical data, becoming increasingly accurate in its predictive recommendations.
Articles & Blog Posts
by ServiceNow Support
Predictive Intelligence : How to test Prediction and access Prediction logs (KB0955027)
Trained solution can be tested in the following ways after a Solution is trained.
2020-04-06, by Lener Pacania
Tuning Predictive Intelligence Models (part 1)
This article provides techniques to improve the classification model precision and coverage.
2020-10-09, by Lener Pacania
Using purity fields to better understand your clusters
In this article, you learn how Purity fields can be used in your Cluster models to provide helpful details on the composition of each cluster.
2020-10-20, by Lener Pacania
Tuning Predictive Intelligence Models (part 2) – using PredictabilityEstimate
This article compares two methods for tuning a classification model: Auto-tuning and PredictabilityEstimate. PredictabilityEstimate is a scriptable object designed to add additional inputs to a classification solution definition.
2020-11-04, by Lener Pacania
Improve your Predictive Intelligence clustering results with DBSCAN!
In this article, you learn how improve certain Clustering model results by using the DBSCAN algorithm.
2020-12-21, by Lener Pacania
Tuning Predictive Intelligence Models (part 3) – Improving Similarity Results using the Word Corpus
This article provides Word Corpus techniques to improve Similarity models.
2021-01-04, by Lener Pacania
Tuning Predictive Intelligence Models (part 4) - Picking the right clustering algorithm
In this article, you learn how to identify the best algorithm for Clustering models.
2022-06-06, by Lener Pacania
Predictive Intelligence - Using the Cluster Insight Table to improve your analysis
In this article, you learn how the Cluster Insight table enables us to identify patterns in our incidents and cases.
2023-10-09 by @Laurent5
Dive deeper with Clustering Advanced Parameters
I recently spent some time with a customer to analyse their data using Clustering Analytics. We explored several of their record types to uncover automation opportunities. It occurred to me that some of the advanced parameters of the Clustering Solution Definitions can be quite obscure and intimidating. So, I decided to write a little article to help demystify these
Videos & Podcasts
2020-06-02, by ServiceNow Community
How Predictive Intelligence helps us in creating tickets via Agent Workspace and Service Portal
ServiceNow Predictive Intelligence is the next thing you want to use to improve the experience for your agents and users. We will explain how it helps the agents and users by automatically populating required fields, such as category or service. We will also explain how we started small with Predictive Intelligence and what the possible next steps are.
2020-09-04, by ServiceNow Community
Using ServiceNow Predictive Intelligence to build a business case for automation
We’ll cover automation capabilities on the Now Platform®, including AI-powered chatbots, Predictive Intelligence, self-service capabilities and IntegrationHub. Join and learn how to:
- Use ServiceNow’s Predictive Intelligence (ML engine) capabilities to benchmark your organization’s consumption
- Build a roadmap for consuming next-gen automation capabilities to reduce MTTR, reduce outages and empower your workforce with self-service capabilities
- Translate your organization’s usage metrics into business value and save your organization time and money
2020-10-08, by ServiceNow Community
Intro into Predictive Intelligence
Predictive Intelligence enables you to leverage in-platform machine learning to empower features and capabilities across ServiceNow applications to provide a better work experience. During the Performance Analytics and Reporting Office Hours on October 7th, we discussed the available frameworks and some use cases where they apply in some ServiceNow applications.
2020-12-09, by ServiceNow Community
ITSM Pro Series: Predictive Intelligence
What is Predictive Intelligence?
2021-06-23, by ServiceNow Community
HR Service Delivery Academy: Predictive Intelligence
Learn about Predictive Intelligence, a platform capability that enables customers to use machine learning, and the delivered solutions for HR Service Delivery.
2021-07-28, by App Engine Shao
Building an app to evaluate employees and predict satisfaction, no-code on ServiceNow App Engine!
Always wondered how you could leverage the power of Machine Learning in your custom apps? In this video, we explore how you can easily incorporate a Regression model in an app built to track employee performance. We will use the very same app to predict the satisfaction levels of the employee.
2022-04-06 by ServiceNow Community
Activate and Configure Predictive Intelligence
Most organizations get the value of sophisticated analytics—but many are just starting to understand what machine learning can bring to the table. Join us to hear how to get started using ServiceNow® Predictive Intelligence to make work better for everyone. You’ll leave the session understanding what you can do and how you can jumpstart activation.
2022-04-29 by ServiceNow Community
Get started using Predictive Intelligence to radically improve your IT service experience
Customers and employees demand a seamless process when they submit an IT ticket—with consistent service quality and fast resolution every time. Join experts to hear how ServiceNow Predictive Intelligence and machine learning are helping companies deliver on this experience—and learn how you can get started.
2022-08-04, by ServiceNow Community
Jumpstart and deploy Predictive Intelligence for IT Service Management
Activated Predictive Intelligence? Looking for best practices on jumpstarting usage in your organization? Join this live webinar to learn how this powerful–yet, approachable and attainable–set of machine learning capabilities can effectively integrate with your ServiceNow workflows to enhance business efficiency and improve service.
2022-08-26, by ServiceNow Community
AI Fundamentals Part 1 - Understanding Classification
In this installment of our AI Academy series, our AI expert, Lener Pacania shares key concepts and best practices to create a predictive intelligence classification model in ServiceNow. Watch this AI Academy session to learn how to tune and deploy AI to improve work experience!
2023-02-23, by ServiceNow Community
Use AI to kickstart your Hyperautomation journey | Part 1
In this two-part series, we explore the role of AI to cut through the noise of your data and find automation opportunities. In this day and age, every business is trying to Do More with Less, and this is where AI comes in handy! In this first part, we establish the foundations of the Discovery phase with AI and showcase Automation Discovery.
2023-03-09, by ServiceNow Community
Use AI to kickstart your Hyperautomation journey | Part 2
In this second part, we explore Clustering and Process Optimization.
Troubleshooting
AI predictions not working | Unable to predict via REST API Explorer | Agent Intelligence | Predicti... (KB0744280)
Training on a large set of data would result in "Unable to predict" error. (KB0760115)
Predictive Intelligence Common issues (KB0781893)
Predictive Intelligence Similarity Solution Training Fails (KB0825604 🔒)
Predictive Intelligence is not working after cloning (KB0830058)
Unable to predict error in Predictive intelligence when the solution name is > 64 characters (KB0855746)
Queries on Predictive intelligence API, predictions (KB0859249 🔒)
[Predictive Intelligence - Classification Solution] Why one or more classes only have "false negativ... (KB0860389)
[Predictive Intelligence] What is table [ml_predictor_results_task] used for? (KB0955170)
Predictive Intelligence Clustering Solutions not training stuck in waiting for training, and eventua... (KB0955817)
[Predictive Intelligence] Automation Discovery, Intent Discovery, Fingerprint Discovery and other ap... (KB0997125 🔒)
Predictive Intelligence - predicting wrong value for a small percentage of time - this is expected b... (KB0998808)
[Predictive Intelligence] - Related Search not working all the time (intermittent issue) (KB1002438 🔒)
How to delete a use case in the Predictive Intelligence workbench? (KB1124384)
@ jti_warren. All of my statements are under Safe Harbor referenced below.
Predictive/Task Intelligence will indeed continue to evolve.
- Predictive/Task Intelligence models are uniquely trained on your data and focused on traditional AI capabilities such as classification, regression, similarity, and clustering.
- Predictive intelligence(PI) will remain the developers choice as you can control the hyper parameters and access the models via the ML API. PI can be called from flow designer or script - making it ideal to embed anywhere on the platform. While Task Intelligence will be used for general AI use cases and uses the recommendations framework to incorporate it into workspaces.
- ServiceNow is improving the Regression Pipeline so it will be easier to use and less error prone. Look for a complete re-write coming in 1H 2025.
- Task Intelligence will incorporate more Predictive Intelligence capabilities for ease of use, for example you can train a Similarity model in Task Intelligence.
- Also we are exploring ways making it easier to combine the capabilities of Predictive Intelligence & Generative AI & Now Assist. This article provides some examples toward the end of the article where we combine PI and GenAI.
There is only so much we can share in the community about futures, so if this is critical for your roadmap planning please reach out to your ServiceNow account team.
HTH - lener
