Document Intelligence for Customer Service

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Document Intelligence for Customer Service

    Document Intelligence for Customer Service enables the automatic extraction of key information, such as credit card numbers or customer addresses, from email and case attachments. This extracted data is then added directly to case records, streamlining case handling and improving data accuracy.

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    Agents can review and correct extracted field values within a dedicated Document Intelligence interface accessible from the case. This human-in-the-loop (HITL) process allows agents to verify and refine AI predictions, enhancing model accuracy over time.

    Key Features

    • Field Identification: Predicted values on the Case form are marked with an AI icon and a label "Predicted from DocIntel," with additional context available via an information icon. These markers update automatically without needing to refresh the page.
    • Prediction Banner: A banner alerts agents when Document Intelligence has auto-filled fields, when fields remain unreviewed, or when predictions cannot be generated. This banner shows in both Core UI and CSM Configurable Workspace and can be toggled via a system property.
    • DocIntel Admin Experience: Administrators can create and configure document processing use cases, monitor performance, and manage AI classification models through the Document Intelligence Admin app. This app activates necessary flows and properties and is accessible via the Task Intelligence Admin Console.
    • Use Case Management: Admins can view and manage document classification use cases with preconfigured filters for Customer Service-related tasks. Each use case is assigned a unique machine learning usage tracking (MLUC) ID.
    • Document Classification Setup: Admins define document classes and upload sample documents to train AI models for categorization, supporting scenarios with multiple document types.

    How It Works

    The solution processes emails and attachments, extracting relevant data fields and populating them into the case record. Agents then verify and adjust these fields as needed, contributing to ongoing AI model training and improvement.

    Practical Benefits for ServiceNow Customers

    • Reduces manual data entry by automatically extracting key information from documents.
    • Improves data accuracy through agent verification and continuous AI training.
    • Provides transparency by clearly marking predicted fields and alerting agents with banners.
    • Enables administrators to configure and monitor document processing use cases tailored to customer service needs.

    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.

    Figure 1. Document Intelligence for Customer Service extracted fields
    Case details tab displaying Predicted or Predicted from Docintel labels under certain field values, such as Account or Vendor name, alerting agents that the information was extracted by Document Intelligence.

    Agents can review values for extracted fields and make corrections as needed by accessing the Document Intelligence interface directly from the case. From this interface, agents can confirm correct values, fix incorrect values, and continue to train the model. This HITL/Human In the Loop interaction of verifying the recommended values enables agents to refine the model and continually improve performance.

    Predicted field values

    In CSM Configurable Workspace and Core UI, the fields on the Case form that contain Document Intelligence predicted values are identified with an AI icon (AI icon) and label. These fields also include an information icon that displays a message with additional context about the predicted values.
    Note:
    The system displays the AI icon automatically. The agent doesn’t need to refresh the record page.

    In CSM Configurable Workspace and Core UI, the fields on the Case form that contain Document Intelligence predicted values are identified with the message Predicted from DocIntel.

    Prediction banner

    The system displays a banner at the top of a case record that contains one or more Document Intelligence field predictions. The banner is displayed:
    • When there is at least one field with an auto-filled prediction from a categorization model.
    • When one or more of the extracted fields haven’t been reviewed by the agent.
    • When the fields are being updated.
    • When the fields can’t be generated or predicted.
    Once an agent reviews the field, the banner is removed.

    The banner is displayed for records in the Case table, extensions of the Case table, and interaction records. The banner is displayed in the Core UI and CSM Configurable Workspace.

    The banner can be enabled or disabled by the sn_csm_ml_task.ui.banner.enabled system property.

    DocIntel Admin experience

    The DocIntel Admin experience 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 solutions

    The DocIntel Admin experience is available with the Document Intelligence Admin (com.snc.docintel_admin) store app. This app automatically activates the flows and properties required by Document Intelligence for Customer Service.

    Access the DocIntel Admin experience through the Task Intelligence Admin Console:
    1. Navigate to Task Intelligence for Customer Service > Setup.
    2. In the Explore related applications section of the console, select Open DocIntel in the Document Intelligence card.
      Note:
      If Document Intelligence Admin isn’t installed, the home page displays a link that you can use to download and activate the application.
    For more information, see the following topics: .

    Use Cases list

    From the DocIntel Admin experience, select Use Cases in the header to display a list of the use cases. The Use Cases list uses a default filter with an OR condition to show use cases for:
    • Application = Task Intelligence for Customer service -or-
    • MLUC ID = MLUC CSM-00003
    Note:
    The user can’t modify these filter conditions from the advanced view.

    Each use case has an MLUC ID number that is automatically assigned when the use case is created. This ID number is used for machine learning usage tracking. The Task Intelligence for Customer Service application manages the MLUC ID for Document Intelligence for Customer Service use cases.

    Document classification

    With the system administrator role, you can create document classification use cases and define the classes or categories for the AI to detect and apply to documents. This process is useful in situations where there are multiple types of documents that must be evaluated.

    Set up a document classification use case in the following steps.
    1. Create a document classification use case.

      Define the name and properties for the use case.

    2. Create a document class.

      Define the classes or categories that the AI learns to detect and apply to documents.

    3. Create a document task for document classification and upload sample documents for each class.
    4. Train a use case.

      Initiate a training job to provide user inputs from completed document tasks to the AI for continuous improvement.