Exploring Task Intelligence

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read

    • 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

    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

    GIF of the Admin Console.

    The Admin Console supports the following model types:
    Model Application Description
    Incident field prediction Task Intelligence for ITSM

    Create an incident field prediction model
    Similarity model management Task Intelligence for ITSM Create a similar records prediction model in Task Intelligence for ITSM
    Case field prediction Task Intelligence for CSM

    Predicts output fields on case forms, including categorization.
    Sentiment prediction Task Intelligence for CSM

    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

    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.

    Task Intelligence workflow

    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

    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: and Task Intelligence for ITSM.

    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 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 Agents
    Identify the language used to create customer service cases Agents
    Analyze and assess the performance of models Task Intelligence Analytics and Monitoring Admins