Predictive Intelligence is a ServiceNow product that leverages machine learning to power workflows, enabling employees to focus on meaningful work. It automates routine tasks, speeds up issue resolution, and enhances overall efficiency across various business processes.

Key Features

Classification and Routing Automatically categorize and direct tasks, incidents, and cases

• Reduces manual work through machine learning
• Scales to handle large volumes efficiently

Smart Recommendations Provides AI-generated suggestions to help agents resolve issues quickly

• Offers task and content recommendations
• Powered by natural language processing

Major Incident Detection Rapidly identifies and prioritizes critical incidents

• Uses machine learning to flag similar issues
• Enables faster triage and response

Natural Language Feedback Loop Improves model performance through user feedback

• Card-based view for providing input on predictions
• Continuously enhances natural language model accuracy

Benefits

Faster Issue Resolution Streamlines problem-solving processes

• Smart suggestions powered by natural language processing
• Automatic routing to the right team at the right time

Improved Efficiency Enhances overall productivity and customer satisfaction

• Proactive detection of major incidents
• Identification of improvement opportunities

AI Accessibility Empowers service owners with AI tools

• No data science expertise required
• Quick delivery and refinement of AI capabilities