Configure Task Intelligence for Customer Service

Release version: Australia

Updated March 12, 2026

2 minutes to read

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Summary of Configure Task Intelligence for Customer Service

The Task Intelligence for Customer Service application enables automation and intelligence in managing customer cases. This application supports features like record categorization, language detection, sentiment analysis, and document intelligence. Proper configuration of these features enhances service efficiency and improves customer interactions.

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Key Features

Record Categorization: Predict field values by training a model after activating necessary plugins and importing training data.
Sentiment Analysis: Train a model to evaluate case sentiment by enabling specific properties and assigning roles.
Language Detection: Set up a model to identify the language of cases by activating the ServiceNow translator and required plugins.
Document Intelligence: Enable this feature to create use cases that extract relevant data from documents and attachments.

Key Outcomes

After configuring Task Intelligence, you can:

Deploy models for record categorization, sentiment analysis, and language detection using the Task Intelligence Admin Console.
Create and manage document processing use cases to improve data extraction from emails and attachments.
Test and refine models for predicting case attributes and similarity, enhancing case management capabilities.
Export models for use in other ServiceNow instances, facilitating model sharing and collaboration.

Install the Task Intelligence for Customer Service application and configure the different features: record categorization, language detection, Sentiment Analysis, and Document Intelligence for Customer Service.

Install and configure Task Intelligence features

Complete the following tasks to install Task Intelligence for Customer Service and configure the features.

Table 1. Task Intelligence feature configuration
Task	Description
Install the Task Intelligence for Customer Service application	You can install the Task Intelligence for Customer Service application (com.snc.csm_ml_task) if you have the admin role.
Configure record categorization	Activate the required plugins and import training data. Then you can create and train a model to predict field values.
Configure Sentiment Analysis	Activate the required plugins, enable the sentiment analysis property, and assign roles. Then you can train a model to predict case sentiment.
Configure language detection	Activate the required plugins and the ServiceNow translator to use the language detection feature. Then you can set up a model to detect the case language.
Configure Document Intelligence for Customer Service	Enable Document Intelligence for Customer Service and create use cases to extract data.

Set up and deploy Task Intelligence models

Once you have completed the configuration tasks, you can use the Task Intelligence Admin Console to set up and deploy models for record categorization, sentiment analysis, and language detection. You can also use the Task Intelligence Admin Console to access the Document Intelligence Admin interface, which you can use to create document processing use cases.

Table 2. Model deployment in Task intelligence
Task	Description
Create a model to predict record fields	Create and train a model to predict fields for cases and interactions.
Create a model to predict case sentiment	Edit and test the pre-trained sentiment model to predict sentiment for customer service cases.
Create a model to detect case language	Edit and test the pre-trained model to detect the language used to create customer service cases.
Create a Document Intelligence use case	Create a use case to identify the information to extract from email and case attachments.
Create a model to predict similar cases	Test and edit the pre-trained similar cases model for predicting similarity in customer service cases and create a new model for custom cases.
Edit a model	Edit the case models that have already been trained and deployed. Change the model configurations, view the updated training results, and redeploy the model.
Export a model	Export a Task Intelligence model to another instance.
Create a custom similar case model	Set up a training model to help it recognize similarities between two types of tables by comparing their fields. The model looks at the prediction fields of a prediction table and the training fields of a training table. It uses the similarities in these fields to predict similar records.