ServiceNow Task Intelligence enhances customer service operations by automating task creation, prioritization, and routing using AI-powered capabilities. The solution integrates with Customer Service Management to streamline workflows and improve agent efficiency.

Key Features

Sentiment Analysis Prioritizes service tickets by detecting emotional tone in user communications

• Identifies urgent cases needing immediate attention
• Enables dynamic resource allocation based on customer mood patterns

Auto-Population Automates data entry for service requests

• Extracts relevant information from multiple sources
• Routes issues to appropriate teams with contextual data

Admin Console Centralized interface for AI model management

• Guided workflow for training/service configuration
• Performance analytics dashboard
• Pre-deployment simulation environment

Language Detection Multilingual support system

• Instantly identifies 45+ languages
• Routes cases to linguistically skilled agents
• Enables global service operations

Benefits

Operational Efficiency

• Reduces manual ticket handling by 60%
• Cuts average resolution time through smart routing

Agent Empowerment

• Eliminates repetitive administrative tasks
• Provides AI-assisted decision support
• Focuses human effort on complex problem-solving