Best way to integrate ServiceNow with AI

[abrouf]

Hello all,

I'm Abdur Rouf, please share if you have information about the best way to integrate ServiceNow with AI.

During 2014-2015 when I was a ServiceNow user and build & deployment automation Engineer, fell in love with ServiceNow due to ServiceNow being a single instance that has a database, application, and data isolation, traditional development has a huge involvement to integrate all of those. 

My favorite quote is:

“Without big data, you are blind and deaf and in the middle of a freeway.” — Geoffrey Moore

Apparently when I was researching ServiceNow, then I had an impression ServiceNow is focussing on big data because many features are accumulated into one instance and my impression was correct.

Thank you.

-Abdur Rouf

[Amit Gujarathi]

HI @abrouf ,
I trust you are doing great.

Here are some best practices for integrating ServiceNow with AI:

1. Chatbots and Virtual Agents: Implementing AI-powered chatbots or virtual agents can provide self-service capabilities to users, allowing them to quickly access information, raise requests, and receive automated responses. This can significantly improve user satisfaction and reduce the workload on your support teams. You can leverage natural language processing (NLP) technologies and machine learning algorithms to train the chatbots for accurate responses.

2. Predictive Analytics: Utilize AI and machine learning algorithms to analyze historical data within ServiceNow and make predictions or recommendations. For example, you can use predictive analytics to forecast service outages, identify trends, and suggest optimal resolutions based on past incident records. This can help in proactive problem management and efficient decision-making.

3. Intelligent Automation: Combine ServiceNow's workflow automation capabilities with AI technologies to enable intelligent automation. For instance, you can use AI to automatically categorize and route incoming tickets to the appropriate teams or assign priority levels based on the content of the request. This can streamline ticket handling and improve response times.

4. Data-driven Insights: Leverage AI techniques like data mining, natural language processing, and sentiment analysis to extract insights from unstructured data within ServiceNow. This can help in understanding customer sentiment, analyzing feedback, and identifying areas for improvement. By gaining actionable insights from the data, you can make informed decisions and drive continuous service improvement.

[Ranjana Goel]

Thanks Amit. It looks interesting. I'm new to Service now world and exploring. How can I implement above suggested practices ? Are there any document references or training?