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ServiceNow® Governance, Risk, and Compliance Illustration

Agent Intelligence

Resolve issues faster and increase agent efficiency. ServiceNow® Agent Intelligence uses machine learning to automatically categorize, route, and prioritize issues. It learns from patterns in your historical data, becoming increasingly accurate in its predictive recommendations.

Benefits

Automatically categorize tasks based on the requester’s short description using the power of machine learning

Decrease resolution times and errors with automatic, accurate first-time classification and assignment predictions

Increase fulfiller/requester productivity while exceeding service levels and increasing customer satisfaction

Application Highlights

Accurately categorize requests nearly instantly to save hours of manual work per week

Accurately categorize requests nearly instantly to save hours of manual work per week

Accurately categorize requests nearly instantly to save hours of manual work per week

Quickly route and assign requests with fewer errors over manual categorization

Quickly route and assign requests with fewer errors over manual categorization

Quickly route and assign requests with fewer errors over manual categorization

Remove agent categorizing guess work and delays and save time daily

Remove agent categorizing guess work and delays and save time daily

Remove agent categorizing guess work and delays and save time daily

Eliminate the need for customers to select categories when creating cases, simplifying the process

Eliminate the need for customers to select categories when creating cases, simplifying the process

Eliminate the need for customers to select categories when creating cases, simplifying the process

Feature Details

All
  • Automatic Categorization

    Using the power of machine learning to automatically categorize tasks, incidents and cases based on the requester’s short description, Agent Intelligence learns from your historical data, applies the learning to your new tasks, incidents and cases, and accurately routes requests nearly instantly versus a typical human agent who spends hours each week categorizing requests.

    Automatic categorization improves the requester and fulfiller experience and productivity with accurate, first‑time predictions for the correct assignment group to handle the task while providing an easy way to monitor prediction accuracy. ServiceNow research found that over 40 percent of IT service desk agents categorize incidents to 100+ assignment groups—with nearly 25 percent having 300+ assignment groups.

  • Automatic Routing

    Automatically direct tasks, incidents, and cases to the correct agent based on the short description by the user. Exceed service levels and increase customer satisfaction by eliminating the bottlenecks caused by manual triaging and reassignments.

    Agent Intelligence’s machine learning routes requests nearly instantly with fewer errors versus research that found front‑line customer support agents spend up to 12 percent of their time categorizing, prioritizing and assigning tickets.

  • Automatic Prioritization

    Automate the prioritization of cases to ensure the most severe and business‑critical issues get resolved first. Agent Intelligence’s machine learning capabilities understand the priority of the issue based on the short description by the user and eliminates the need for manually understanding and prioritizing the cases.

  • Dashboard and Reporting

    Get realtime insights into the categorization and routing accuracy with configurable, rolebased dashboards. Builtin metrics give immediate feedback on estimated accuracy and monitors ongoing activity for continual service improvement. See results at a glance and stay on top of the precision and coverage of predictions.

Resources

Use Agent Intelligence With Our Products

Use Agent Intelligence with Customer Service Management

Agent Intelligence + Customer Service Management

Agent Intelligence for Customer Service Management uses machine learning to accelerate case categorization, prioritization, and assignment, thus shortening response times and contributing to higher customer satisfaction. It also reduces agent manual work, freeing up resources to work on higher priority tasks.

App + Product name: Agent Intelligence + IT Service Management

Agent Intelligence + IT Service Management

Agent Intelligence for IT Service Management automatically categorizes and routes incidents for a simpler fulfiller experience and reduces resolution times. By applying machine learning and data models to predict outcomes, Agent Intelligence reduces costs and speeds incident resolution.

App + Product name: Agent Intelligence + Custom Applications

Agent Intelligence + Custom Applications

Agent Intelligence can be applied to the custom applications built on the Now Platform. Categorize, assign, and prioritize work by training the model using historical data from custom apps to optimize resources and maximize productivity.