How to use Agent Assist and Predictive Intelligence to give solutions to new incidents?
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07-03-2024 01:52 AM
We have a requirement where our clients would like to ask the ServiceNow system how to solve an incident ticket and it would give the resolution steps based on the data of previous Incident Tickets and other documents that we can provide for it to refer to.
Can someone please give some steps on how predictive intelligence can be used to train ServiceNow and make the system learn about all the incidents, and the comments on it, and then provide the desired response when a technician asks the system how to solve the incident?
Do we need a workspace and virtual agent to implement this?
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07-03-2024 03:23 AM - edited 07-03-2024 03:26 AM
Hi @Navaneeth1,
In Simple terms, Predictive intelligence uses machine learning capability, say for example you feed an input of incidents with a short description and description in the last 6 months, it can predict and give you options. It basically can autopopulate or categorize similar incidents once you train it, Instead of a manual intervention there.
ServiceNow Predictive Intelligence serves as an integrated layer of artificial intelligence within the
ServiceNow platform. Its purpose is to enhance various features and functionalities across ServiceNow applications, leading to improved work experiences.Predictive Intelligence encompasses four distinct frameworks designed for the creation of machinelearning (ML) solutions within your ServiceNow instance. Each framework offers a unique solution type aimed at training the system to predict, provide recommendations, and organize data outcomes
effectively. Once a solution is trained, it can be accessed by any application through a prediction API,
enabling the system to make accurate predictions.These frameworks are adaptable to multiple languages including English, French, German, Japanese,Dutch, Spanish, Italian, and Brazilian Portuguese.
Attached a pdf document which can help you with a better picture, also sharing the docs link below.
Now Assist is a growing cross-platform family of generative AI features, which are tasks that a large language model (LLM) can perform. Generative AI features are based on the initial training and architecture. The following generative AI features are currently offered:
- Case or incident summarization
- Chat summarization
- Code generation
- KB generation
- Playbook generation
- Resolution notes generation
- Work order task closure summarization
- Now Assist in AI Search
- Flow generation
- Now Assist in Virtual Agent
You can use either of it without Virtual agent but has enhanced benefits when combined with Virtual agent.
If my answer helped in any way, please mark it as ✅Correct & 👍Helpful
Thanks,
Mahathi
