Hi Community,
I've been exploring the AI and predictive features in ServiceNow and I'm very impressed with the "Task Intelligence for Customer Service" application. The guided setup for predicting case sentiment in the CSM module is exactly the kind of functionality we're looking to implement.
Our goal, however, is to apply a similar model to the ITSM module. Specifically, we want to analyze the sentiment of incoming Incidents based on their short description and additional comments.
I've seen that the more general framework for this is Predictive Intelligence, but before I start building a solution from scratch, I'd like to ask the community:
Is the Predictive Intelligence framework the correct and recommended approach for building a sentiment analysis solution on the incident table?
Are there any pre-packaged solutions or templates available for ITSM (similar to what "Task Intelligence" offers for CSM), or is it expected to build these solutions from scratch using the "Solution Definitions" module?
Besides sentiment analysis, what are other common and high-impact use cases for Predictive Intelligence in an ITSM context (e.g., automatic incident categorization, priority prediction, etc.)?
I would greatly appreciate any guidance, links to documentation, or examples from your own experiences.
Thank you!
