Exploring Task Intelligence
Summarize
Summary of Exploring Task Intelligence
Task Intelligence in ServiceNow leverages machine learning models to analyze your data and automate key task-related processes such as creation, triage, investigation, and deflection. This reduces the time agents spend on routine information preparation, enabling faster task resolution and lowering mean time to resolve (MTTR). It helps agents focus on high-value work, reduce errors, and improve overall service quality and operational efficiency.
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Key Features
- Model Types Supported: The Admin Console supports various models including incident field prediction, similarity models for ITSM, case field prediction, record categorization, sentiment prediction, and language detection for Customer Service Management (CSM).
- Admin Console Capabilities: Provides a no-code environment to create, configure, train, test, and deploy machine learning models that predict future data patterns based on historical data.
- Automation and Optimization: Enables automated task creation, deflection, triage, and resolution to improve efficiency and reduce operational costs.
- Pre-trained Models: Sentiment and language detection models come pre-trained but can be customized and tested.
- Analytics and Monitoring: Offers tools to analyze and assess model performance, helping admins optimize predictive accuracy and outcomes.
Key Outcomes
- Faster issue resolution and improved service experiences by predicting form field values and incident data.
- Reduced manual effort through auto-population of fields and categorization of emails and cases based on content and language.
- Enhanced customer service with sentiment analysis and language detection to better understand and respond to users.
- Lower error rates and operational costs by automating routine tasks and enabling agents to focus on strategic activities.
- Improved time to value through intuitive, data-driven workflows that continuously learn and adapt from your organizational data.
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.
- 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
| Model | Application | Description |
|---|---|---|
| Incident field prediction | Task Intelligence for ITSM | |
| 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: Task Intelligence for Customer Service 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 | Record categorization | 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 | Sentiment Analysis | Agents |
| Identify the language used to create customer service cases | Language detection | Agents |
| Analyze and assess the performance of models | Task Intelligence Analytics and Monitoring | Admins |