is Ai use in servicenow

[AbinC]

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:

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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.

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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.

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References

• ServiceNow Predictive Intelligence
• ServiceNow Virtual Agent
• ServiceNow GenAI

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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 

[KennethPang]

Hi @anushkreche,
I work at eesel AI and I’m curious how others are feeding internal documentation and past incident data into Now Assist or AI Agents. Are there best practices for structuring this data so AI suggestions are more accurate?