Task Intelligence for Customer Service release notes

  • Release version: Store
  • Updated December 11, 2025
  • 2 minutes to read

    • Version history for the Task Intelligence for Customer Service application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 25.4.0 - December 2025
    Changed: Support for granular roles in Task Intelligence for Customer Service.
    Version 25.3.0 - August 2025
    New: Suggested Open Incidents for a given case.
    Version 25.2.1 - November 2024
    • New:
      • Improve the model performance by identifying the dependent fields in a model before displaying the predicted values.
      • Predict configured interaction record fields when the user tabs out from fields such as short description and description.
      • Receive recommendations for similar open and closed cases that are automatically trained and deployed.
      • Install the major issue management plugin and activate major issues to get major case recommendations.
    Version 25.1.2 - August 2024
    New: Predict configured case record fields when the user tabs out from fields such as short description and description.
    Version 25.0.0 - May 2024
    • Changed:
      • Task Intelligence admin console enhancements to display correct, incorrect, and skipped predictions by model and field, and compare models over a specified date range
      • Filter out predicted values that are no longer active
      • Introduced a new Now Assist system user for AI applications that captures AI changes in activity stream
      • Added an "Updating" state in the banner to let users know that AI predictions are currently being processed
    Version 24.1.1 - February 2024
    • Document classifier: Increase efficiency and automation by using the document classifier feature to categorize incoming documents.
    • Model performance on top 3 recommendations: View the prediction performance during model training for both auto fill and recommend models and use data to determine your preference for either autofill or recommendation as the prediction method.
    • Monitoring model performance at field level: View the model performance by field on the Task Intelligence Admin Console dashboard.
    • Filter out predictions that are no longer active choices.

    • If upgrading from a prior release version to Vancouver, refer to the configuration documentation (https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/configure-task-intelligence.html).

    Version 23.3.1 - September 2023
    • New
      • Task Intelligence generalization: support for email to interaction and interaction to case
      • Interaction record categorization at chat wrap up
      • Top 3 recommendations display in CSM Configurable Workspace
    Version 23.1.1 - February 2023
    New: New user experience for Document Intelligence configuration, training and deployment
    Version 22.2.6 - December 2022
    Removed hard dependency between Task Intelligence and Document Intelligence.
    Version 22.2.4 - November 2022
    • New
      • Added the language detection use case template on the Task Intelligence Admin Console
      • DocIntel v2
    Version 22.1.21 - August 2022
    Task Intelligence for Customer Service offers several AI capabilities such as language detection, multi-lingual email and case categorization, case sentiment analysis and document intelligence. These capabilities automate several routine tasks across the case lifecycle while enabling agents to focus on complex case resolution.