There is confusion surrounding the various ML/AI-related applications of ServiceNow.

[Vivek Verma]

Hello everyone,

I have been working on an AI/ML-based solution for British Telecom for the past few months. Currently, I am facing some confusion regarding ServiceNow's AI/ML-related products. ServiceNow offers a plethora of  AI/ML related products, and it's quite cumbersome to choose the right product.

Therefore, I am using this thread to seek clarification on the differences between these AI/ML products.

1. Predictive Intelligence
2. Predictive intelligence workbench
3. Task Intelligence
4. Now Assist Controller

Thanks,

Vivek

[Lener Pacania1 · Accepted solution]

Details of each below.  High level guidance,  if you want access and to the broad capabilities of AI in the platform you will want to use Predictive Intelligence.  If you only need to do classification and want an easy way to train, test, and implement then go the Task Intelligence route.  Predictive Intelligence Workbench will at some point be sunsetted and replaced by Task Intelligence.  HTH -Lener

• Predictive Intelligence - this interface is meant for power users and has the broadest AI capabilities  PI has the ability to do classification, similarity, clustering, and regression(note regression will be re-built).  You can select the algorithm, vectorization technique, and hyper parameters when using PI.  PI can be used across all applications (HR, CSM, ITSM, SecOps, GRC, etc.). To implement the trained models you must do so either in Java Script or Flow Designer or using the Recommendation Framework.
• Predictive intelligence workbench - this interface was designed for non-power users to be able to do classification for ITSM and HR from a use case approach.  For example, predict Config Item or HR Service.  Implementation of the trained PI model is easy and handled with a click of a button.
• Task Intelligence - this is the evolution of Predictive Intelligence Workbench.  Meant again for the non-power user it approaches AI problems from a use case perspective.  TI for ITSM today only does classification.  TI for CSM does classification as well as language and sentiment detection.  Task Intelligence models are also very easy to implement via click of a button.
• Now Assist Controller - this is meant for Gen AI use cases and can integrate to 3rd party LLM such as Azure and OpenAI.  You will need a Pro Plus SKU to leverage.