---
sourceDocument: Brazil Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Exploring Task Intelligence

# Exploring Task Intelligence {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Exploring Task Intelligence

Task Intelligence enables ServiceNow customers to implement machine learning solutions that interact with their data to improve task management processes such as creation, deflection, triage, remediation, and optimization.
By automating task creation, triage, and investigation, Task Intelligence helps reduce the time agents spend on information preparation, thereby accelerating task resolution and lowering the mean time to resolve (MTTR).
Show full answer Show less  
This capability allows agents to resolve issues faster, focus on high-value work, reduce errors, drive down costs, and benefit from intuitive experiences.

## Key Features

* **Admin Console for Model Management:** Provides a no-code interface to create, configure, train, test, and deploy predictive machine learning models based on historical data.
* **Model Types Supported:**
  * **Incident Field Prediction:** Auto-populates or recommends incident form fields to speed up incident handling (Task Intelligence for ITSM).
  * **Similarity Model Management:** Predicts similar records to assist in triage and investigation (Task Intelligence for ITSM).
  * **Case Field Prediction:** Predicts output fields, including categorization, on customer service cases (Task Intelligence for CSM).
  * **Record Categorization:** Categorizes emails and cases based on language and content attachments.
  * **Sentiment Prediction:** Analyzes current and trending user sentiment during customer service cases (pre-trained with configuration options; only one model per instance).
  * **Language Detection:** Detects the language used in customer service cases (pre-trained with configuration options; only one model per instance).
* **Analytics and Monitoring:** Provides tools for admins to analyze and assess the performance of deployed models.

## Key Outcomes

* Faster issue resolution and improved service quality through predictive automation.
* Reduced manual effort for agents by automating task creation, triage, and investigation.
* Improved accuracy and consistency in task categorization and prioritization, leading to optimized workflows and cost savings.
* Enhanced customer service experiences via sentiment analysis and language detection.
* Empowered admins with easy-to-use tools to deploy and monitor machine learning models without coding requirements.  
Learn more about Task Intelligence and how machine learning models can learn from your data to make predictions and achieve important outcomes.

## Task Intelligence overview {#exploring-task-intelligence__section_hps_1cx_txb}

With Task Intelligence, you can easily set up machine learning solutions that interact with your data. Then, track how the solutions are impacting creation, deflection, triage, remediation, and optimization moments. With
automated task creation, triage, and investigation, agents spend less time receiving and preparing information, so tasks can proceed faster. These models can help you work more efficiently, helping to lower the mean time to resolve
(MTTR) of tasks.  
With Task Intelligence, agents:

* Solve issues faster for better service and experiences
* Focus  on  meaningful, high-value work
* Reduce  error  rates  and  drive down  costs
* Improve time to value with intuitive experiences
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The Admin Console supports the following model types:{#exploring-task-intelligence__table_bgj_1fc_f5b__entry__3}

| Model | Application | Description |
|-|-|-|
| Incident field prediction | [Task Intelligence for ITSM](https://www.servicenow.com/docs/access?context=c-itsm-task-intelligence&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) | [Create an incident field prediction model](https://www.servicenow.com/docs/access?context=create-incident-prediction-model&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) |
| Similarity model management | [Task Intelligence for ITSM](https://www.servicenow.com/docs/access?context=c-itsm-task-intelligence&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) | [Create a similar records prediction model in Task Intelligence for ITSM](https://www.servicenow.com/docs/access?context=create-a-similar-records-model-in-task-intelligence-for-itsm&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) |
| Case field prediction | [Task Intelligence for CSM](https://www.servicenow.com/docs/access?context=csm-task-intelligence&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) | Predicts output fields on case forms, including categorization. [Record categorization](https://www.servicenow.com/docs/access?context=case-categorization-overview&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) |
| Sentiment prediction | [Task Intelligence for CSM](https://www.servicenow.com/docs/access?context=csm-task-intelligence&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) | Predicts current and trending user sentiment. Note: Model is pre-trained but can be tested and edited. Only one sentiment model can be configured. |
| Language detection | [Task Intelligence for CSM](https://www.servicenow.com/docs/access?context=csm-task-intelligence&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) | Detects language which language is being used. Note: Model is pre-trained but can be tested and edited. Only one language detection model can be configured. |
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{#exploring-task-intelligence__table_bgj_1fc_f5b}

## Task Intelligence workflow {#exploring-task-intelligence__section_ips_1cx_txb}

The Task Intelligence Admin Console uses machine learning models. The models are statistical and can predict future data by training with your past data.

With the Admin Console, create, configure, train, test, and deploy predictive models used for
automation in other ServiceNow features and applications, such as Customer Service Management (CSM).

Training a machine learning model is when the model learns patterns in past data to make
predictions for new data. Models are trained using a lot of data so that they can learn patterns
and the large data set makes the learned patterns statistically significant. By answering
questions about your information systems, business process, and service operations, the system
actively learns from your responses.

## Task Intelligence benefits {#exploring-task-intelligence__section_lps_1cx_txb}

The Task Intelligence Admin Console provides admins with a no-code experience for deploying Task Intelligence solutions. The seamless experience helps you automate and optimize task creation, deflection, triaging, and resolution.

Features are implemented by two applications: [Task Intelligence for Customer Service](https://www.servicenow.com/docs/access?context=csm-task-intelligence&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) and [Task Intelligence for ITSM](https://www.servicenow.com/docs/access?context=c-itsm-task-intelligence&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US).
{#exploring-task-intelligence__table_mps_1cx_txb__entry__3}

| Benefit | Feature | Users |
|-|-|-|
| Predict form field values to auto-populate or recommend as suggestions | Create a field prediction model | Admins, agents |
| Categorize emails and cases based on language and attachment content | [Record categorization](https://www.servicenow.com/docs/access?context=case-categorization-overview&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) | Agents |
| Predict incident category and priority based on previous incidents to lower time to resolution | Create an incident prediction model | Agents |
| Analyze initial and ongoing sentiment during customer service cases | [Sentiment Analysis](https://www.servicenow.com/docs/access?context=case-sentiment-analysis&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) | Agents |
| Identify the language used to create customer service cases | [Language detection](https://www.servicenow.com/docs/access?context=case-language-detection&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) | Agents |
| Analyze and assess the performance of models | Task Intelligence Analytics and Monitoring | Admins |
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{#exploring-task-intelligence__table_mps_1cx_txb}