Classification prediction to predict for direct request.

[Supriya39]

Hi All,

We have a classification prediction model to predict Assignment Group of the call based on account, short description and description. This is being called in Flow to update prediction to call. We have achieved 99% accuracy. But there are some case where there is direct request to assign it to particular team, in such case the assignment is not accurate.

For e.g. If short description says 'Please assign to Service Desk', the prediction model will not be able to predict successfully. It will be based on past records.

Is there any way we can work out such request. Any particular feature we can use here. 

Thanks in advance.

[Sohail Khilji]

Hi @Supriya39 ,

Follow this > https://docs.servicenow.com/bundle/washingtondc-intelligent-experiences/page/administer/predictive-i...

[Supriya39]

Thanks for responding. I know that NLU or NLP can be of use. But I dont know how to incorporate it in Flow. If any other feature, plz let me know.