---
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


---

# Task Intelligence for Customer Service

# Task Intelligence for Customer Service {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 Task Intelligence for Customer Service

Task Intelligence for Customer Service leverages AI to automate routine tasks throughout the case lifecycle, enabling agents to concentrate on complex issue resolution.
It includes capabilities such as language detection, record categorization, sentiment analysis, document intelligence, and similar case recommendations.
These features improve efficiency, enhance case handling, and support better customer experiences.
Show full answer Show less  

## Key Features

* **Record Categorization:** Utilizes machine learning models for multi-lingual (English, French, German, Spanish) and attachment-based categorization to automatically populate fields in case and interaction records. This supports routing of cases to appropriate service desks without needing separate models per language.
* **Sentiment Analysis:** Detects and displays customer sentiment from emails and case descriptions in English, helping agents prioritize cases and provide empathetic service.
* **Language Detection:** Identifies the language of case records (up to 20 languages), adds this as a skill in the Task Skills table, and enables routing to agents or groups with matching language skills.
* **Document Intelligence:** Extracts key information (e.g., credit card numbers, addresses) from PDFs and images to auto-fill case fields, reducing resolution time.
* **Similar Case Recommendation:** Suggests related cases to provide insights and support efficient issue resolution, including identifying major problem cases.
* **Task Intelligence Admin Console:** Provides a business-friendly interface for creating, training, and deploying machine learning models with flexible options for auto-filling or recommending field values.
* **DocIntel Admin Experience:** Enables configuration and monitoring of document processing use cases within Document Intelligence.

## Configuration and Use

After installing the Task Intelligence for Customer Service application, customers can configure features and create machine learning models via the Admin Console. The application requires several plugin dependencies, including Predictive Intelligence for CSM, Skills Management, and Language Detection services.

Task Intelligence supports practical tasks such as creating prediction and sentiment models, reviewing Document Intelligence extraction, and monitoring analytics and prediction history.

## AI Prediction Banner Display

Prediction banners in the Customer Service Management (CSM) Configurable Workspace are controlled by client-side and back-end configurations. By default, banners are not displayed unless explicitly enabled, and they only function on the workspace's default page layout. There is a distinction between prediction display in the standard UI form and the CSM Configurable Workspace, requiring proper client-side setup to surface predictions to agents.

**Tip for Customers:** When troubleshooting prediction banner visibility, verify both back-end prediction processing and client-side configuration, ensuring use of the default workspace page layout for banners to function correctly.  
Task Intelligence for Customer Service offers several AI capabilities such as language
detection, record categorization, Sentiment Analysis, and Document Intelligence. These
capabilities automate several routine tasks across the case lifecycle and enable agents to
focus on complex case resolution.
{#csm-task-intelligence__table_epw_m1g_vtb__entry__2}

| Feature | Description |
|-|-|
| [Record categorization](https://www.servicenow.com/docs/7YXM643VCKfQUiKmhH9y3g "The record categorization feature included with Task Intelligence for Customer Service uses machine learning models to evaluate text, predict field values, and automatically populate fields on case and interaction records.") | Task Intelligence for Customer Service provides the following types of categorization: * Multi-lingual record categorization: Use a machine learning model that understands English, French, German, and Spanish to evaluate text in emails and records created in different languages and to predict and automatically populate fields on records in the Case table, tables that extend the Case table, and the Interaction table. This feature uses one machine learning model to support multiple languages so you no longer need one model per language. The model can also support additional languages on demand. * Attachment-based record categorization: Use a machine learning model to parse email or record text and attachments and automatically populate fields on case and interaction records based on signals contained in the text. This feature evaluates text in the email subject and body, the record short description and description, and the attachments and uses all of this information to predict field values. As a result, you can integrate predictions with any routing engine and automatically route records to the appropriate service desk based on these values. {#csm-task-intelligence__ul_hz1_rvh_f5b} |
| [Sentiment Analysis](https://www.servicenow.com/docs/uu79Po_Qpo5nzEaU_c7ebw "Sentiment Analysis can help you gauge customer emotions, enabling you to provide more empathetic and compassionate customer experiences.") | Detect and display the initial and ongoing sentiment of customer service cases by evaluating the following text: * Email subject and body * Case short description and description {#csm-task-intelligence__ul_krn_yzh_f5b}Help agents gauge customer emotions and better prioritize their work while enabling them to provide more empathetic and compassionate customer experiences. Sentiment Analysis is currently available in English. |
| [Language detection](https://www.servicenow.com/docs/4_zDV1JhKyZnkyjcHUpSvw "The language detection feature uses a pre-trained model to detect the language used to create customer service cases. You can configure the model to add the language to the Language field on the case record and/or add the language as a skill for the case.") | Identify the language used to create a customer service case and add the language to the Language field for the case record. This feature can identify up to 20 different languages. Add the identified language to the case as a skill, which is stored in the Task Skills table. This table can be configured as a related list on the Case form. Use the identified language to route cases to assignment groups and agents with the necessary language skills. |
| [Document Intelligence](https://www.servicenow.com/docs/YUAkfE8gHU9YKZzF5v_aVQ "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.") | Document intelligence reduces the time needed to resolve the case by automating some of the routine case tasks, which enables agents to focus on more complex case resolution. Extract relevant information from PDF and image files, such as credit card numbers, vendor names, or customer addresses, and add that information to fields on the case. |
| [Task Intelligence Admin Console](https://www.servicenow.com/docs/JghgInY5nQvODOrWDf3Fcw "Use the Task Intelligence Admin Console to create, train, and deploy machine learning models that predict different types of information for case and interaction records.") | The Admin Console provides a business friendly interface that you can use to create, train, and deploy machine learning models to predict field values for records, extract sentiment, and detect language. The models provide flexible options to either auto-fill values on the records or to provide recommendations only, depending on the sensitivity of those fields. An option is also available to run the model in the background only for monitoring purposes. |
| DocIntel Admin experience | The Document Intelligence application includes the DocIntel Admin experience, which 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 use cases {#csm-task-intelligence__ul_prt_lkf_2wb}For more information, see [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."). |
| [Similar case recommendation](https://www.servicenow.com/docs/vlbMJUaVQo16ceVyzme9Tg "The Similar Case Recommendation feature enables customer service agents to quickly locate similar cases that offer valuable insights into the current issue.") | Use the Similar Case Recommendation feature to quickly locate similar cases that offer valuable insights into the current issue. Also, use this feature to suggest cases that might be related to major problems, helping you provide more informed and efficient support. |
[Table 1. Task Intelligence for Customer Service features]

{#csm-task-intelligence__table_epw_m1g_vtb}

## Request apps on the Store {#csm-task-intelligence__section_xfg_tgm_2tb}

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#csm-task-intelligence__inline-send-to-store}

## Task Intelligence for Customer Service application {#csm-task-intelligence__section_zxv_tqj_wtb}

The Task Intelligence for Customer Service application (com.snc.csm_ml_task) is available from the ServiceNow Store. This application has the following plugin dependencies:  
* Predictive Intelligence for Customer Service Management (com.snc.csm_ml)
* Customer Service (com.sn_customerservice)
* Skills Management (com.snc.skills_management)
* Dynamic Translation (com.glide.dynamic_translation)
* ServiceNow Language Detection Service Spoke (com.glide.language_detection_spoke)
* Predictive Intelligence - Task Intelligence (com.glide.platform_ml_task)
* Admin Center for Task Intelligence (com.sn_ti_admin)
{#csm-task-intelligence__ul_zl2_1hy_dwb}

## Configuring Task Intelligence for Customer Service {#csm-task-intelligence__section_h54_tcb_4yb}

After installing the Task Intelligence for Customer Service application, you can configure the different features and use the Task Intelligence Admin Console to create models. For more information, see:

* [Install and
  configure Task Intelligence features](https://www.servicenow.com/docs/hS~AL4kzpsPCIDC~6BLTkQ#configure-task-intelligence__section_ojj_m5f_5vb)
* [Set up and deploy
  Task Intelligence models](https://www.servicenow.com/docs/hS~AL4kzpsPCIDC~6BLTkQ#configure-task-intelligence__section_swl_45f_5vb)
{#csm-task-intelligence__ul_l33_2db_4yb}

## Using Task Intelligence for Customer Service {#csm-task-intelligence__section_ugh_5cb_4yb}

Use the Task Intelligence features to complete the following tasks:

* Create field prediction and sentiment models for case and interaction records
* Review and submit values extracted by Document Intelligence
* Review Task Intelligence analytics and prediction history

{#csm-task-intelligence__ul_brd_xdb_4yb}For more information about these tasks, see [Use Task Intelligence for Customer Service](https://www.servicenow.com/docs/Qv_hRejAnOIR47qAvc7KIA "Use the Task Intelligence features to create field prediction and sentiment models, review and submit values extracted by Document Intelligence, and review task intelligence analytics and prediction history.").

## AI Prediction Banner Display Behavior {#csm-task-intelligence__section_htn_nkz_43c}

AI prediction banner display in CSM Configurable Workspace: AI prediction banners in CSM Configurable Workspace are controlled by specific client-side and back end configurations that determine when and how prediction results are displayed to agents.

Client-side control: The AI Banner Display Client controls the functionality of prediction banners in CSM Configurable Workspace. This is the current implementation that replaces the deprecated version.

Default display behavior: The displayBanner property is set to false by default in the back end logic. This means that AI prediction banners are not automatically displayed unless explicitly configured to do so.

Default page requirement: AI prediction banners only work on the default page of the workspace. If you have customized workspace pages or are using non-default page layouts, the prediction banners will not display.

Standard UI Form versus workspace display: There is a clear distinction between how prediction results are displayed in the Standard UI form (back end) and how they are displayed in CSM Configurable Workspace. Predictions may be available and processing correctly in the Standard UI form, but the CSM Configurable Workspace display requires proper client-side configuration through the AI Banner Display Client to surface these predictions to agents.  
Tip:  
When troubleshooting AI prediction banner visibility issues, verify both the back end prediction processing and the workspace client-side display configuration. Ensure you are using the default workspace page layout for banner functionality.