Automate and optimize

Release version: Australia

Updated March 12, 2026

1 minute to read

Enhance the efficiency and effectiveness of your ServiceNow® Customer Service Management platform with automated workflows, AI-powered chatbots, predictive analytics, and data analytics and reporting.

Table 1. Automation and optimization applications
Topic	Description
Using Virtual Agent in Customer and Consumer Service Portals	The ServiceNow Virtual Agent platform offers user assistance through an intelligent messaging interface that helps you to deliver conversational support when integrated into your Customer and Consumer Service Portals.
Using Proactive Customer Service Operations	Monitor your customers' products and services to identify issues proactively, inform the affected customers, and fix issues quickly.
Task Intelligence	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.
Guided Decisions	Use Guided Decisions in playbooks to resolve cases- As an agent, work your way through a decision tree in a playbook to help troubleshoot a case and get recommendations on the next possible steps in solving the case. Use Guided Decisions in recommended actions to resolve cases- As an agent, work your way through a recommended action of type decision tree to help troubleshoot a case and get recommendations on the next possible steps in solving the case.
Recommended Actions for Service	Using the Recommended Actions application- Through the Recommended Actions application, use the recommended actions of type guidance and guided decision tree in your workspace to resolve cases quickly. Use the field recommendation to get recommendations on the field values. Use the AI search option to search the relevant resources from various sources.
Playbooks for Customer Service Management	Using Playbooks for Customer Service Management- Customer service agents can use playbooks to complete the tasks and activities that are needed to resolve specific types of cases. Playbooks provide step-by-step guidance through the lifecycle of a customer service case. Playbooks include multiple stages and each stage includes one or more activities for an agent to complete.