is Ai use in servicenow

anushkreche
Mega Contributor

4 weeks ago

 
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AbinC
Tera Contributor

3 weeks ago

Hi @anushkreche ,

 

 AI is used in ServiceNow! ServiceNow has integrated artificial intelligence and machine learning across its platform to enhance automation, user experience, and decision-making. Here are some key ways AI is used in ServiceNow:

1. Virtual Agent (Chatbot)

  • ServiceNow provides a Virtual Agent that uses natural language processing (NLP) to understand user queries and automate responses.
  • It can handle common requests, answer questions, and guide users through processes (like resetting passwords or opening tickets).

2. Predictive Intelligence

  • ServiceNow’s Predictive Intelligence uses machine learning to automate classification, routing, and prioritization of incidents, cases, and requests.
  • Examples:
    • Predicting incident categories and assignment groups.
    • Suggesting solutions based on historical data.

3. AI Search

  • ServiceNow’s AI Search uses NLP to deliver relevant results from knowledge bases, catalog items, and records, improving self-service and agent efficiency.

4. Document Intelligence

  • Document Intelligence uses AI to extract and process information from documents (like invoices or contracts), automating data entry and validation.

5. Performance Analytics & Insights

  • AI-driven analytics help identify trends, anomalies, and actionable insights from large datasets, supporting better decision-making.

6. GenAI (Generative AI) Features

  • ServiceNow is integrating Generative AI (like OpenAI’s GPT models) for tasks such as:
    • Summarizing incidents or cases.
    • Generating knowledge articles.
    • Drafting responses for agents.

7. Process Optimization

  • AI analyzes workflows and suggests improvements, bottleneck resolutions, and automation opportunities.

How Can You Use AI in ServiceNow?

  • Enable Predictive Intelligence: Setup and train models for incident classification.
  • Deploy Virtual Agent: Configure conversational flows for common tasks.
  • Use AI Search: Activate and configure AI-powered search for your users.
  • Leverage Document Intelligence: Automate document processing.
  • Explore GenAI Plugins: ServiceNow releases new GenAI features regularly—check the Store or documentation for the latest.

References

If you have a specific use case or want to know how to implement AI features in ServiceNow, let me know!

if you found this helpful please do mark it as helpful

 

Thanks,

Abin 

 

 

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