Overview
This article explains how to use Predictive Intelligence within a ServiceNow AI Agent to retrieve similar cases and escalation insights. This capability enables support teams to make faster, data-driven decisions by leveraging historical case data.
Creating a Predictive Intelligence Similarity Model
Before configuring the AI Agent, you must create a Predictive Intelligence Similarity Model.
Steps to Create the Model
Navigate to:
Predictive Intelligence → Similarity SolutionsClick on New to create a similarity solution
Provide the following details:
Name: Similar Cases Based on Product (or relevant use case)
Table: Customer Service Case (or your case table)
Fields for Similarity:
Short Description
Description
Product / Category
Configure training options:
Select appropriate fields for comparison
Enable text-based similarity if required
Click Train Model
The system will process historical case data
Once training is complete:
Review model performance
Validate similarity results
Click Publish
This makes the model available for AIAgent usage
Use Case
The Similar Cases AI Agent allows users to:
Input a case number
Retrieve similar historical cases
Identify escalation trends
Gain actionable insights for faster issue resolution
Solution Architecture
The solution consists of:
AI Agent Configuration
Predictive Intelligence Similarity Model
Script-based Tool Integration
Step 1: Define the AI Agent Specialty
Navigate to:
AI Agent → Create and Manage → Define the Specialty
Agent Name
Similar Cases AI Agent
Description
Enables users to quickly access similar case histories and escalation insights by inputting a case number. Designed for support agents and case managers to support efficient case handling and decision-making.
Step 2: Add Tools and Information
Navigate to:
Add Tools and Information → Scripts
Tool Configuration
Tool Name
Similar Cases Prediction and Escalation CasesTool Description
This tool retrieves similar cases and escalation-related information using Predictive Intelligence. It accepts a case number as input and returns structured insights including similar cases and escalation details such as severity, trends, and assignment information. This helps support agents analyze past cases and make informed decisions quickly.
Input Parameter
case_number – Case number provided by the user
Execution Mode
Autonomous
Step 3: How the Tool Works
The tool performs the following operations:
Validates that a case number is provided
Retrieves the corresponding case record
Loads the Predictive Intelligence similarity model
Executes prediction to find similar cases
Filters and processes results
Identifies escalation-related information
Step 4: AI Agent Instruction Flow
The AI Agent follows this sequence:
Accept case number from user
Invoke tool:
"Similar Cases Prediction and Escalation Cases"Process the returned results
Display structured output
Step 5: Output Format (Mandatory)
The response is generated as below:
Similar Cases
Case Number
Short Description
Confidence Score
Output
Benefits
Faster case resolution
Improved decision-making
Reduced manual effort
Enhanced agent productivity
Conclusion
Using Predictive Intelligence within AI Agents significantly enhances support operations in ServiceNow. The Similar Cases AI Agent provides meaningful insights into historical cases and escalation trends, enabling support teams to resolve issues efficiently and proactively manage escalations.
