At ServiceNow®, we challenged ourselves to deliver support that dramatically reduces, or even eliminates, customer outages and escalations. Predictive models are key to enabling this goal. We started by building a model based on our own domain expertise – it worked well, but we wanted more. So, we built a new model that uses machine learning and AI to identify data patterns and predict if a customer is at risk of escalation. Join us to learn how this Predictive Escalations with Machine Learning (PEML) model works and has helped prevent hundreds of customer outages within the last two years.
- Type: Now on Now
- Solutions: App Engine, Automation Engine, Customer Service Management, AI
- Topics: AI, Now on Now, Customer Service & Operations, Surprise Me
- Audience: Business Analyst, Enterprise Architect, Platform Owner