Proposing categorization based on historical data
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01-27-2025 07:41 AM
Hi,
I need to investigate what's the best option to help users categorize properly newly created record.
Use case which I need to automate using AI solutions in Servicenow:
- On record creation (let's say Incident) based on the provided Short Description/Description I'd like to have an option to get some suggestion from AI what Category and Subcategory would be the best based on historical data and inputs which I provided.
I was thinking about Now Assist Skill Kit which could be problematic I guess for historical data. I was also thinking about Predictive Intelligence.
Do you have some ideas what could be the best in that situation?
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01-28-2025 09:38 AM
@Patryk Antosz wrote:Hi,
I need to investigate what's the best option to help users categorize properly newly created record.
Use case which I need to automate using AI solutions in Servicenow:
- On record game creation (let's say Incident) based on the provided Short Description/Description I'd like to have an option to get some suggestion from AI what Category and Subcategory would be the best based on historical data and inputs which I provided.
I was thinking about Now Assist Skill Kit which could be problematic I guess for historical data. I was also thinking about Predictive Intelligence.
Do you have some ideas what could be the best in that situation?
Hey! I think Predictive Intelligence (PI) would likely be the best solution. PI is designed to analyze historical data and automatically categorize records like incidents based on patterns in previous records. It uses machine learning to learn from past data and can suggest the most appropriate category and subcategory for new records, making it a strong fit for your use case. Unlike the Now Assist Skill Kit, which is more focused on providing conversational assistance, PI can directly integrate with ServiceNow's incident management process and take advantage of historical data to make informed predictions.
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01-30-2025 05:25 AM
Do you know if I would be able to use PI for that which could propose me categories based on short description and historical data before I will submit the record? I was thinking about some UI Action which will trigger my PI solution for that categorization.
