Intelligence for CSM release notes
Summarize
Summary of Intelligence for CSM Release Notes
The Washington DC release of Intelligence for CSM enhances customer service organizations by offering features such as Guided Decisions, Recommended Actions, and Task Intelligence. These tools help automate processes and improve decision-making efficiency.
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Key Features
- Document Classifier: Automatically classifies incoming documents to streamline processing.
- Performance Reporting: Provides a dashboard to monitor prediction accuracy and model performance over time.
- Guided Decisions Enhancements: Allows rendering of decision trees in a Service Portal and linking existing trees to new ones.
- Improved User Interface: Enhancements for agent interactions with Recommended Actions and decision trees, including new icons and configuration fields.
Key Outcomes
With these updates, ServiceNow customers can expect improved automation in document processing, better monitoring of AI predictions, and enhanced decision-making capabilities. These enhancements contribute to a more efficient customer service experience and empower agents with better tools for managing inquiries and resolutions.
The Intelligence for CSM applications enable customer service organizations and service operations to configure and implement Guided Decisions, Recommended Actions, and Task Intelligence features. The Intelligence for CSM applications were enhanced and updated in the Washington DC release.
Intelligence for CSM highlights for the Washington DC release
- Increase efficiency and automation by using the document classifier feature to categorize incoming documents.
- View prediction performance during model training to determine your preference for either an auto-fill or recommendation as the prediction method.
- Render decision trees in a Service Portal for internal users.
- Reduce the effort in decision tree re-creation by reusing an activated child tree in the current decision tree.
See Intelligence for more information.
- Guided Decisions Experience (sn_ga_exp)
- Recommended Actions (sn_cs_nb_action)
- Task Intelligence for CSM for Customer Service (com.snc.csm_ml_task)
New in the Washington DC release
- Task Intelligence for Customer Service - Document Classifier
- Quickly classify incoming documents as the appropriate document type by using the Document Classifier feature.
- Task Intelligence for Customer Service - Performance reporting
- Enhance the monitoring dashboard to display correct, incorrect, and skipped predictions by model and field, and compare models over a specified date range.
Changed in this release
- Task Intelligence Admin Console enhancements
- Use the Task Intelligence Admin Console to perform the following tasks:
- View the model performance for the top three recommendations and decide between auto-fill or recommend mode as the prediction preference based on the data.
- View the model performance by field on the Admin Console dashboard.
- Filter out inactive choice predictions.
- Task intelligence model and UI enhancements
- The following enhancements have been made in Task intelligence:
- Introduced a new Now Assist system user for AI applications that captures AI changes in the card in the activity stream. This feature is also supported for Document Intelligence for Customer Service predictions.
- Added an "Updating" message in the banner to let users know that AI predictions are currently being processed.
- Guided Decisions enhancements
- Use Guided Decisions to perform the following tasks:
- Enable self-service for internal users by rendering decision trees in a Service Portal.
- Link existing decision trees as children to your current decision tree.
- Enable agents or customers to revisit or change the previous responses in the decision tree run-time experience.
- Control the appearance of the Dismiss button in the decision tree run-time experience.
- Recommended Actions enhancements
- Define the number of records or values to return for the Task Intelligence Classification resource generator through the Top N Results feature.
Activation information
Install the Guided Decisions, Recommended Actions, and Task Intelligence applications by requesting them from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Accessibility information
- Support for reflow
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The following components were updated to support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels.
Version 28.0.0 of Recommended Actions:
- sn-template-modal-worknotes
- sn-component-attach-article-guidance
- sn-next-best-action-list-connected
- sn-guidance-experience-list-connected
Version 25.1.0 of Guided Decisions:
- sn-guided-decision-card
- sn-guided-decision-playbook-card