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Predictive Intelligence

Free your greatest resource—your employees—to focus on more meaningful and satisfying work with machine learning solutions that seamlessly boost their abilities.

Benefits

Improve efficiency and customer satisfaction by proactively detecting major incidents

Increase workforce productivity by using natural language processing to recommend related incidents, cases, and knowledge

Decrease resolution times and manual errors by automatically routing and categorizing issues

Application Highlights

Use AI to make work lives better

Use AI to make work lives better

Quickly identify and propose major incidents

Machine learning detection example

Quickly identify and propose major incidents

Surface similar incidents, cases, alerts, and knowledge articles

Natural language processing recommendation example

Surface similar incidents, cases, alerts, and knowledge articles

Accurately categorize, route, and prioritize service requests

Predictive intelligence example

Accurately categorize, route, and prioritize service requests

Expose patterns and opportunities for improvement

Machine learning categorization and classification example

Expose patterns and opportunities for improvement

Feature Details

All
  • Major Incident Detection

    Proactively analyze similarities between open incidents and cases so you can quickly identify and triage major incidents.

  • Content Recommendations

    Solve issues faster by tapping into natural language processing capabilities that look for connections across incidents, cases, alerts, and knowledge articles.

  • Categorization, Routing, and Prioritization

    Reduce manual work and errors with supervised machine learning solutions that use your own historical data to accurately classify tasks, incidents, and cases at scale.

  • Clustering

    Highlight opportunities for improvement with unsupervised machine learning solutions that identify patterns by continuously segmenting and grouping similar items.

  • Dashboards and Reporting

    Connect AI to analytics for real‑time insights into the improvements being driven across your organization by machine learning.

  • Data Security

    Machine learning solutions are only trained with your own data, which never leaves the ServiceNow data centers.

  • International Language Support

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

Resources

Use Predictive Intelligence With Our Products

Predictive Intelligence for IT Service Management (ITSM)

Increase productivity and reduce resolution times with machine learning that automatically categorizes and assigns new incidents to the right teams. Proactively detect major incidents and surface content recommendations that help your agents work faster.

Predictive Intelligence for Customer Service Management

Shorten response times and increase customer satisfaction with machine learning that accelerates case categorization, prioritization, and assignment. Increase your agent efficiency with content recommendations and major incident suggestions.

Predictive Intelligence for HR Service Delivery

Increase productivity and reduce resolution times with machine learning that automatically categorizes new cases. Help your agents work smarter by recommending related knowledge article content and detecting duplicate articles.

Predictive Intelligence for Custom Apps

Apply supervised and unsupervised machine learning to your own custom apps built on the Now Platform®. Make predictions, recommend similar content, and identify patterns through clustering.

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