View Task Intelligence prediction history

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of View Task Intelligence prediction history

    The Task Intelligence prediction history functionality enables ServiceNow customers to access detailed records of historical machine learning prediction results within thePredictor Result [mlpredictorresults]table. This table captures comprehensive data per prediction, including predicted language, predicted and actual values, prediction confidence, and final input/output values. Monitoring these records helps customers assess and track the performance of their Task Intelligence models in Customer Service Management.

    Show full answer Show less

    Accessing Prediction History

    Users with the roles Task Intelligence admin [sncsmmltask.tiadmin] and Customer Service manager [sncustomerservicemanager] can navigate to All > Task Intelligence for Customer Service > History to view the list of prediction results stored in the Predictor Result table.

    Key Details About Prediction Records

    • Records are created for every prediction attempt, including those in Testing mode where prediction values are not added to cases.
    • Prediction records include fields such as Predicted Output Value, Predicted Input Value Names, Predicted Confidence (percentage), Final Input Value, and Final Output Value.
    • Final values are stored when a case is closed, reflecting any updates or agent modifications.

    Categorization Feedback and Data Sources

    Categorization feedback captures actual case values upon case closure, provided categorization is active and predicted values differ from case values. This feedback applies to various categorization solutions:

    • Email categorization solutions: Trained on data from the Email [sysemail] table.
    • Case categorization solutions: Trained using Case [sncustomerservicecase] table or its extensions.
    • Interaction categorization solutions: Trained using the Interaction [interaction] table.

    Categorization feedback is triggered automatically via a flow and impacts how input and output values are recorded in the Predictor Result table. For example, when email data is used, final input values remain empty since agent modifications to email fields are not expected.

    Handling Email Sentiment Replies and Duplicate Records

    Duplicate entries may occur in the Predictor Result table for email sentiment replies. To reduce duplication, it is recommended to deactivate the Predict Sentiment for Cases inbound email action. This helps maintain clean and accurate prediction history data.

    View details about historical predictions in the Predictor Result [ml_predictor_results] table.

    The Predictor Result table includes entries for each prediction result, including the predicted language, predicted and actual values, and prediction confidence. You can use the data in this table to monitor model performance.
    Note:
    Records are created in the Predictor Result table regardless of the model prediction behavior, including the Testing behavior that doesn’t add prediction values to the case.

    Viewing prediction data

    Navigate to All > Task Intelligence for Customer Service > History to view the Predictor Result list.

    Users with the following roles can access the History module:
    • Task Intelligence admin [sn_csm_ml_task.ti_admin]
    • Customer Service manager [sn_customerservice_manager]
    Categorization feedback captures values when the status of a case changes to Closed. It captures these values if:
    • Case categorization is active.
    • The predicted field value is different from the case field value.

    Categorization feedback works for record categorization solutions and for solutions with and without attachments. Email categorization solutions are trained using data from the Email [sys_email] table. Case categorization solutions are trained using data from the Case [sn_customerservice_case] table or from tables that extend the Case table. Interaction categorization solutions are trained using data from the Interaction [interaction] table.

    Categorization feedback is triggered by a flow.
    • When email information is used for prediction, the final input values remain empty.
    • When attachment information is used for prediction, the attachment sys_ids are not included in the final input values.
    Categorization feedback stores the following values in the Predictor Result table:
    • Predicted Output Value Name
    • Predicted Input Value Names
    • Predicted Output Value
    • Predicted Input Values
    • Final Input Value
    • Final Output Value
    • Predicted Confidence (percentage)
    If the values for a case have been predicted using an email categorization solution:
    • The Final Input Value remains empty because it is not expected that the agent will modify the values of the email, such as subject and body.
    • The final value in the Predicted Output Value is stored in the Final Output Value once the case is closed.
    If the values for a case or interaction have been predicted using a record categorization solution:
    • The values from the fields defined in Predicted Input Value Names are stored in Final Input Value.
    • The final value in the Predicted Output Value is stored in the Final Output Value once the case is closed.

    Email sentiment replies

    Duplicate entries can be posted in the Predictor Result table for email sentiment replies. To help prevent these duplicate entries, deactivate the Predict Sentiment for Cases inbound email action. For more information, see Inbound email actions.