In this ServiceNow Process Mining Academy, we walk you through Intent & Activity Analysis, a powerful feature in that uses AI to summarize unstructured work notes and short descriptions, revealing the true intent behind each ticket and the tasks performed to resolve it.
The session covers how to activate and configure Intent & Activity Analysis, and where to trigger it from within the Analyst Workbench and Opportunity Details pages. We explore practical use cases across ITSM, CSM, HR, and Order Management - from spotting agentic AI and automation candidates, to standardizing ways of working across teams, extracting domain knowledge for KB articles, and investigating rework and anomalies without having to interview staff. The session wraps up with best practices for getting sharper insights and a live demo.
You can find previous Process Mining Academy sessions or register for future sessions here.
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