Machine Learning - Training SN to read emails

[kevinclark-7EL]

Hey All,

I've been thinking about places where I think ServiceNow's upcoming AI could be super beneficial (especially when the patterns are trained across many many customers in the cloud) and I've come up with something I think would be incredibly helpful; Teaching ServiceNow how to read common email reply patterns from external vendors!

We exchange tickets via email with a number of vendors using a raft of different tools, and each time we have to manually create Inbound Actions in ServiceNow to read the ticket numbers and figure out who owns what, whether we're being told about our own ticket number or theirs, whether the ticket could be considered an update or a new ticket to be created etc etc.   There are so many permutations in a highly outsourced environment that this is becoming a real time consuming issue.

I would love to be able to just train ServiceNow to read these email patterns without needing to write regexes and inbound actions, and even better, I'd like to learn from other customers what formats various emails come in.   Similar to the way TripIt has been trained to read hundreds of different booking email confirmation formats, I'd like ServiceNow to take that job off my hands!

Dunno how to get this to the product managers, but I thought I'd pop it up on the community to see what people think.

Cheers,

Kevin Clark

[pheath]

Hi Kevin,

I thought you might be interested in a product that we have just released (at Soapbox.ai) called Sofi. Sofi is an intelligent assistant for ServiceNow that utilises machine learning, natural language understand and advanced search techniques help end users, agents and even integrations (such as inbound email actions) to understand text input and take automated actions.

Based on the scenario you describes I think Sofi should be able to understand and classify and route incoming emails. Sofi should also be able to provide automated responses and even recommend knowledge.

If you would like to trial Sofi just follow the link below.   https://hubs.ly/H08HV6t0

If you would like some more information or would like a demo, please contact me on paul.heath@soapbox.ai

Regards

Paul Heath - Soapbox.ai