Personalized adaptive intelligence Predictive Intelligence continuously learns and updates predictions, applying machine learning to existing workflows in practical ways that increase service coverage, accuracy, and employee productivity across the enterprise.

• Compare the similarity of text within open incidents across the enterprise so IT workers can quickly identify and then propose new major incidents.

• Accurately categorize new HR service requests so they are quickly routed to the correct team for resolution.

• Automatically prioritize product issues and incoming field requests so customer service agents can stay focused on the most pressing issues.

Built for your organization

Predictive Intelligence operates within the context of a customer's dataset and existing ServiceNow workflows.

As a result, machine learning models are finely tuned to recognize historical patterns and trends specific to the enterprise language and service process of each customer.

All customer data and model training stays within the Now Platform®, so there is no need to rely on third-party data science tools to build or train your model.

Native to the Now Platform

Predictive Intelligence uses machine learning, natural language processing (NLP), and deep learning techniques to quickly analyze and compare records across all ServiceNow applications.

A scriptable prediction API allows developers to use predictions in their own custom apps and workflows built on the Now Platform.

International language support

Predictive Intelligence supports customer datasets in the following languages:

• English • Japanese

• French • German

• Spanish • Italian

• Dutch • Brazilian Portuguese

Measured service impact

Predictive Intelligence comes equipped with powerful analytics that give administrators insights into the value of machine learning and how each prediction improves service efficiency. Dashboards provide a graphical view of Predictive Intelligence’s prediction trends and their impact on your business.

• See how prediction usage significantly decreases average resolution times across the organization.

• Demonstrate how precision accuracy increases the number of issues resolved by the first assignment group.

• Monitor monthly prediction coverage and accuracy trends over time.

Find out more

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What do I need to get better acquainted with Predictive Intelligence?

Take a look at this snapshot below, and if you want to read more, simply download the attached PPT deck. Did you know? This article is a part of a series of documents and you can explore more by scrolling to the bottom and clicking back or next.