--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Document Intelligence # Document Intelligence for Customer Service {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Document Intelligence for Customer Service Document Intelligence for Customer Service enables automated extraction of relevant information---such as credit card numbers or customer addresses---from emails and case attachments, directly populating case records in ServiceNow. This feature enhances case handling by providing predicted field values that agents can review and correct, facilitating a human-in-the-loop (HITL) process to continuously improve AI accuracy. Show full answer Show less ## Key Features * **Field Predictions and Verification:** Predicted values appear on case forms with an AI icon and informational label. Agents can confirm or correct these values via the Document Intelligence interface embedded in the case, ensuring data accuracy and model refinement. * **Prediction Banner:** A configurable banner notifies agents when predictions exist, require review, are updating, or cannot be generated. The banner appears on cases and related records in both Core UI and CSM Configurable Workspace and can be toggled via a system property. * **DocIntel Admin Experience:** Administrators access an intuitive interface to create and configure document processing use cases, monitor solution performance, and manage document classifications. This experience is provided through the Document Intelligence Admin application, accessible via the Task Intelligence Admin Console. * **Use Case Management:** The system presents a filtered list of use cases relevant to Customer Service, identified by MLUC IDs for machine learning usage tracking and management. * **Document Classification Setup:** Administrators can define document classes and categories to enhance AI detection capabilities. The setup involves creating use cases, defining properties and classes, uploading sample documents, and training the AI model for continuous improvement. ## How It Works The feature automates extraction by processing email and case attachments, then mapping extracted data to specific fields on the case record. Agents review and verify these extractions, which advances the AI's learning through ongoing user feedback. ## Practical Benefits for ServiceNow Customers * Accelerates case resolution by automating data extraction and entry from unstructured documents. * Improves data accuracy through agent verification and human-in-the-loop training. * Provides administrators with tools to customize and monitor document processing workflows. * Ensures transparency and control over AI predictions with UI indicators and configurable notifications. Use the Document Intelligence for Customer Service feature to extract relevant information from email and case attachments, such as credit card numbers or customer addresses, and add that information to cases. Figure 1. Document Intelligence for Customer Service extracted fields Agents can review values for extracted fields and make corrections as needed by accessing the Document Intelligence interface directly from the case. From this interface, agents can confirm correct values, fix incorrect values, and continue to train the model. This HITL/Human In the Loop interaction of verifying the recommended values enables agents to refine the model and continually improve performance. ## Predicted field values {#csm-document-intelligence__section_gc1_kfp_4yb} In CSM Configurable Workspace and Core UI, the fields on the Case form that contain Document Intelligence predicted values are identified with an AI icon (![AI icon]()) and label. These fields also include an information icon that displays a message with additional context about the predicted values. Note: The system displays the AI icon automatically. The agent doesn't need to refresh the record page. In CSM Configurable Workspace and Core UI, the fields on the Case form that contain Document Intelligence predicted values are identified with the message `Predicted from DocIntel`. ## Prediction banner {#csm-document-intelligence__section_ymb_ggp_4yb} The system displays a banner at the top of a case record that contains one or more Document Intelligence field predictions. The banner is displayed: * When there is at least one field with an auto-filled prediction from a categorization model. * When one or more of the extracted fields haven't been reviewed by the agent. * When the fields are being updated. * When the fields can't be generated or predicted. {#csm-document-intelligence__ul_jsz_j3p_4yb}Once an agent reviews the field, the banner is removed. The banner is displayed for records in the Case table, extensions of the Case table, and interaction records. The banner is displayed in the Core UI and CSM Configurable Workspace. The banner can be enabled or disabled by the sn_csm_ml_task.ui.banner.enabled system property. ## DocIntel Admin experience {#csm-document-intelligence__section_xnh_pvy_dwb} The DocIntel Admin experience provides an easy-to-use interface that you can use to do the following: * Create and configure document processing use cases * Monitor the performance of Document Intelligence solutions {#csm-document-intelligence__ul_prt_lkf_2wb} The DocIntel Admin experience is available with the Document Intelligence Admin (com.snc.docintel_admin) store app. This app automatically activates the flows and properties required by Document Intelligence for Customer Service. Access the DocIntel Admin experience through the Task Intelligence Admin Console: 1. Navigate to Task Intelligence for Customer ServiceSetup. 2. In the Explore related applications section of the console, select Open DocIntel in the Document Intelligence card. Note: If Document Intelligence Admin isn't installed, the home page displays a link that you can use to download and activate the application. {#csm-document-intelligence__ol_bdq_cwy_dwb}For more information, see the following topics: * [Create a Document Intelligence use case](https://www.servicenow.com/docs/S8jkUyF8HetSe4fo0bP1uQ "Create a use case that identifies the information to extract from email and case attachments and determines how users with CSM agent roles interact with the extracted values in the Document Intelligence workspace.") * [Monitor Document Intelligence performance](https://www.servicenow.com/docs/access?context=doc-intel-monitor-performance&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) {#csm-document-intelligence__ul_ojm_zhw_fwb} . ## Use Cases list {#csm-document-intelligence__section_cyk_n1r_fwb} From the DocIntel Admin experience, select Use Cases in the header to display a list of the use cases. The Use Cases list uses a default filter with an OR condition to show use cases for: * Application = Task Intelligence for Customer service -or- * MLUC ID = MLUC CSM-00003 {#csm-document-intelligence__ul_jyy_xbr_fwb} Note: The user can't modify these filter conditions from the advanced view. Each use case has an MLUC ID number that is automatically assigned when the use case is created. This ID number is used for machine learning usage tracking. The Task Intelligence for Customer Service application manages the MLUC ID for Document Intelligence for Customer Service use cases. ## Document classification {#csm-document-intelligence__section_iwj_fmp_21c} With the system administrator role, you can create [document classification use cases](https://www.servicenow.com/docs/access?context=set-up-document-classification-use-cases&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) and define the classes or categories for the AI to detect and apply to documents. This process is useful in situations where there are multiple types of documents that must be evaluated. Set up a document classification use case in the following steps. 1. [Create a document classification use case.](https://www.servicenow.com/docs/access?context=set-up-document-classification-use-cases&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) Define the name and properties for the use case. 2. [Create a document class.](https://www.servicenow.com/docs/access?context=create-document-classes&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) Define the classes or categories that the AI learns to detect and apply to documents. 3. [Create a document task](https://www.servicenow.com/docs/access?context=upload-documents-for-extraction&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) for document classification and upload sample documents for each class. 4. [Train a use case.](https://www.servicenow.com/docs/access?context=train-a-use-case&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) Initiate a training job to provide user inputs from completed document tasks to the AI for continuous improvement. {#csm-document-intelligence__ol_gqf_snp_21c} * **[How Document Intelligence for Customer Service works](https://www.servicenow.com/docs/ZYeCDSJsIq1~QHoOAcsadA)** Document Intelligence for Customer Service performs a series of steps to extract relevant information from email and case attachments and add that information to fields on the case record. **Related concepts** * [Configure Document Intelligence for Customer Service](https://www.servicenow.com/docs/JbY7Py8ISlytFCpmyaipoQ "Enable Document Intelligence for Customer Service and create use cases to extract data.") **Related tasks** * [Review and submit values predicted by Document Intelligence](https://www.servicenow.com/docs/YsfxWyz5YgajcaDaru5iaQ "Agents can extract, validate, and update the key values from valid attachments in the case using the Document Intelligence interface.") **Related topics** * [Document Intelligence (Legacy)](https://www.servicenow.com/docs/access?context=document-intelligence-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) *[\>]: and then