Which is better to Use Generative AI with Now Assist or Predictive Intelligence?

[Navaneeth1]

I have a use case where I'd like to get solutions for new incoming tickets (Through email) using AI. I'd like to train a model based on thousands of incident tickets we already have and then based on the knowledge the system should be able to give me/ autofill the resolution notes as a suggestion. 

Is this possible in ServiceNow? If so which is the ideal tool for the Generative AI with Now Assist, Predictive Intelligence, or some other ServiceNow AI product?

[Community Alums]

Hi @Navaneeth1 ,

It's going to be best suited with Predictive Intelligence with Now Assist.

Please watch this video for your more knowledge :https://www.youtube.com/watch?v=PLIb9wb8IaI

[Lener Pacania1]

At a high level I would do the below in Flow Designer.  I'm curious on how others in the community would approach this.

1. Use OOTB Predictive Intelligence Model "Similar Knowledge Articles".  What this model does is for the open incident retrieves a list of  three knowledge articles (arbitrary number) similar to that open incident.

2. Feed the similar knowledge articles into a LLM with a prompt "generate a possible resolution to my open incidents using the three knowledge articles".  You would then write the generated resolution into the resolution notes of the current open incident. 

If you scroll down to the bottom of this article, we do something similar.

Hope that gives you some ideas to work with -Lener

[Lynda1]

I am going to throw another AI solution at you.

Issue Auto Resolution - I am working on setting this up in our environment, Self-Service incident is submitted by user, Virtual Agent has a topic that has the resolution and notifies the user via chat with the solution, user walks through the solution via Virtual Agent, if issue is resolved, user tells the VA it is fixed, VA resolves the incident.

Predictive Intelligence is best used for those working on incidents that provides the best possible solution based on the history of incidents.

I do not think Generative AI fits in your scenario, but could be wrong.