Configure Task Intelligence for Customer Service

Release version: Zurich

Updated July 31, 2025

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Summary of Configure Task Intelligence for Customer Service

Task Intelligence for Customer Service is a ServiceNow application designed to enhance customer service management through AI-driven capabilities. It enables automatic record categorization, language detection, sentiment analysis, and document data extraction, helping organizations improve case handling efficiency and customer experience.

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Key Features

Record Categorization: Install the application, activate necessary plugins, import training data, and create models to predict case and interaction field values automatically.
Sentiment Analysis: Enable sentiment analysis by activating plugins and properties, assigning roles, and training models to assess customer sentiment in cases.
Language Detection: Configure language detection by activating plugins and the ServiceNow translator, allowing models to identify the language of customer cases.
Document Intelligence for Customer Service: Enable this feature to create use cases that extract relevant data from emails and case attachments, streamlining information processing.

Model Setup and Deployment

After configuring the features, use the Task Intelligence Admin Console to create, train, test, and deploy models for:

Predicting record fields for cases and interactions.
Predicting case sentiment using pre-trained sentiment models.
Detecting case language with pre-trained language models.
Creating document processing use cases for data extraction.
Predicting similar cases by editing and customizing pre-trained models or creating new ones tailored to specific case types.

The console also allows editing existing models to adjust configurations, review training results, redeploy models, and export models for use in other instances.

Practical Benefits for ServiceNow Customers

Automates classification and understanding of customer service cases, reducing manual effort.
Enhances case routing and prioritization by leveraging sentiment and language detection.
Simplifies data extraction from documents to accelerate case resolution.
Supports model customization and portability, providing flexibility to adapt AI capabilities to specific organizational needs.

Install the Task Intelligence for Customer Service application and configure the different features: record categorization, language detection, Sentiment Analysis, and Document Intelligence for Customer Service.

Install and configure Task Intelligence features

Complete the following tasks to install Task Intelligence for Customer Service and configure the features.

Table 1. Task Intelligence feature configuration
Task	Description
Install the Task Intelligence for Customer Service application	You can install the Task Intelligence for Customer Service application (com.snc.csm_ml_task) if you have the admin role.
Configure record categorization	Activate the required plugins and import training data. Then you can create and train a model to predict field values.
Configure Sentiment Analysis	Activate the required plugins, enable the sentiment analysis property, and assign roles. Then you can train a model to predict case sentiment.
Configure language detection	Activate the required plugins and the ServiceNow translator to use the language detection feature. Then you can set up a model to detect the case language.
Configure Document Intelligence for Customer Service	Enable Document Intelligence for Customer Service and create use cases to extract data.

Set up and deploy Task Intelligence models

Once you have completed the configuration tasks, you can use the Task Intelligence Admin Console to set up and deploy models for record categorization, sentiment analysis, and language detection. You can also use the Task Intelligence Admin Console to access the Document Intelligence Admin interface, which you can use to create document processing use cases.

Table 2. Model deployment in Task intelligence
Task	Description
Create a model to predict record fields	Create and train a model to predict fields for cases and interactions.
Create a model to predict case sentiment	Edit and test the pre-trained sentiment model to predict sentiment for customer service cases.
Create a model to detect case language	Edit and test the pre-trained model to detect the language used to create customer service cases.
Create a Document Intelligence use case	Create a use case to identify the information to extract from email and case attachments.
Create a model to predict similar cases	Test and edit the pre-trained similar cases model for predicting similarity in customer service cases and create a new model for custom cases.
Edit a model	Edit the case models that have already been trained and deployed. Change the model configurations, view the updated training results, and redeploy the model.
Export a model	Export a Task Intelligence model to another instance.
Create a custom similar case model	Set up a training model to help it recognize similarities between two types of tables by comparing their fields. The model looks at the prediction fields of a prediction table and the training fields of a training table. It uses the similarities in these fields to predict similar records.