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Agent Intelligence

Resolve issues faster using machine learning to intelligently categorize, route, prioritize, and assign issues with recommendations based on patterns and context.

Benefits

Automatically categorize tasks using the power of machine learning and your historical data

Decrease resolution times and errors through accurate classification and assignment predictions

Increase agent productivity by saving time spent manually identifying major incidents and issues

Application Highlights

Surface similar incidents, cases, and alerts to predict new major incidents

Surface similar incidents, cases, and alerts to predict new major incidents

Surface similar incidents, cases, and alerts to predict new major incidents

Accurately categorize service requests

Accurately categorize service requests

Accurately categorize service requests

Quickly route and assign issues

Quickly route and assign issues

Quickly route and assign issues

Reduce agent guesswork and delays

Reduce agent guesswork and delays

Reduce agent guesswork and delays

Simplify case creation

Simplify case creation

Simplify case creation

Feature Details

All
  • Categorization, Routing, and Prioritization

    Leverage the power of machine learning and historical data to accurately categorize tasks, incidents and cases at scale.

    Once categorized, each request is directed to the correct agent, eliminating time spent manually triaging and reassigning issues.

    Finally, business‑critical cases are automatically prioritized to increase agent resolution time and customer satisfaction.

  • Similarity Framework

    Surface similar incidents, cases, and alerts to predict new major incidents and recommend critical actions.

  • Dashboard and Reporting

    Use real‑time insights on categorization and routing accuracy to continually improve service levels.

  • International Language Support

    Provide data, insights, and recommendations in English, Japanese, French, German, Spanish, and Dutch.

“Enabling Service Excellence Through ServiceNow’s Agent Intelligence,” Accenture Consulting commissioned by ServiceNow, October 2017

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 up 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.

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