Platform: Predictive Intelligence (PI) || Knowledge & Troubleshooting Resources

I recommend bookmarking this article so that you are automatically notified by email when changes are made by me.

If you miss any content, please leave it as a comment and I will add it to this article.

My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.

For this reason, I have decided to handle such topics in individual community articles like this one instead.

What is Predictive Intelligence?

Predictive Intelligence uses machine learning to continuously analyze operational data, identifying patterns and similarities. It then uses these to make predictions and recommendations. Think of it as the ultimate virtual assistant, integrating seamlessly with ServiceNow workflows to eliminate time-wasting manual work and deliver the information employees need to work faster and smarter. Using Predictive Intelligence provides measurable business benefits

Reduce the number of interactions required to resolve tasks
Reduce the error rates of categorizing and assigning work
Provide a better user experience with reduced reassignment and faster MTTR
Support better customer and agent experiences

Product Information

Entry point to the official product information pages.

Product Documentation

Entry point to the official product documentation.

Now Intelligence for Dummies

In this eBook you discover how advanced technologies work together in the Now platform to deliver better business outcomes, including getting done work easier and faster, predicting issues and automating actions and helping your organization make smarter business decisions.

Make machine learning simple with Predictive Intelligence

Machine learning (ML) holds significant promise for IT service management and customer service management, particularly for incident categorization, routing, and case assignment. In this Success Playbook, you’ll learn how to:

Use Predictive Intelligence (now available in Agent Workspace) to improve incident categorization, routing, case assignment, and solutions
Demystify machine learning and get your service desk team in the comfort zone
Create pilots with Predictive Intelligence
Refine and scale your use of Predictive Intelligence for better incident and case management.

Predictive Intelligence readiness

This Success Workbook will guide you through the steps to get started with ServiceNow Predictive Intelligence, so you can be certain that the way you’re using ServiceNow achieves your business objectives.

Predictive Intelligence Deployment Guide

Provides implementation steps to achieve a prescribed set of product outcomes.

Predictive Intelligence FAQ

Community

Entry page topic-related questions, articles & blog posts within the Community Portal

Trainings & Courses

Get Started with Predictive Intelligence

Welcome to this introduction to ServiceNow Predictive Intelligence (PI). In this course, you will learn how to define and execute Machine Learning (ML) models. These models may be used to explain the behavior of, or predict a value for, the target. They also find previously unknown patterns or relationships in data. In addition, you will learn how to prepare input data for effective use with ML models.

Predictive Intelligence Fundamentals 🧪

In this course, you will learn how Machine Learning (ML) and Artificial Intelligence (AI) are used to categorize, route, and prioritize issues automatically, and how to find and group similar records. Predictive Intelligence learns from patterns in historical data, becoming increasingly accurate in its predictive recommendations.

Predictive Intelligence Implementation 🧪

In this course, you will learn how Machine Learning (ML) is used to categorize, route, and prioritize issues automatically, and how to find and group similar records. Predictive Intelligence learns from patterns in historical data, becoming increasingly accurate in its predictive recommendations.

Articles & Blog Posts

by ServiceNow Support

Predictive Intelligence : How to test Prediction and access Prediction logs (KB0955027)

Trained solution can be tested in the following ways after a Solution is trained.

2020-04-06, by Lener Pacania

Tuning Predictive Intelligence Models (part 1)

This article provides techniques to improve the classification model precision and coverage.

2020-10-09, by Lener Pacania

Using purity fields to better understand your clusters

In this article, you learn how Purity fields can be used in your Cluster models to provide helpful details on the composition of each cluster.

2020-10-20, by Lener Pacania

Tuning Predictive Intelligence Models (part 2) – using PredictabilityEstimate

This article compares two methods for tuning a classification model: Auto-tuning and PredictabilityEstimate. PredictabilityEstimate is a scriptable object designed to add additional inputs to a classification solution definition.

2020-11-04, by Lener Pacania

Improve your Predictive Intelligence clustering results with DBSCAN!

In this article, you learn how improve certain Clustering model results by using the DBSCAN algorithm.

2020-12-21, by Lener Pacania

Tuning Predictive Intelligence Models (part 3) – Improving Similarity Results using the Word Corpus

This article provides Word Corpus techniques to improve Similarity models.

2021-01-04, by Lener Pacania

Tuning Predictive Intelligence Models (part 4) - Picking the right clustering algorithm

In this article, you learn how to identify the best algorithm for Clustering models.

2022-06-06, by Lener Pacania

Predictive Intelligence - Using the Cluster Insight Table to improve your analysis

In this article, you learn how the Cluster Insight table enables us to identify patterns in our incidents and cases.

2023-10-09 by @Laurent5

Dive deeper with Clustering Advanced Parameters

I recently spent some time with a customer to analyse their data using Clustering Analytics. We explored several of their record types to uncover automation opportunities. It occurred to me that some of the advanced parameters of the Clustering Solution Definitions can be quite obscure and intimidating. So, I decided to write a little article to help demystify these

Videos &

Podcasts

2020-06-02, by ServiceNow Community

How Predictive Intelligence helps us in creating tickets via Agent Workspace and Service Portal

ServiceNow Predictive Intelligence is the next thing you want to use to improve the experience for your agents and users. We will explain how it helps the agents and users by automatically populating required fields, such as category or service. We will also explain how we started small with Predictive Intelligence and what the possible next steps are.

2020-09-04, by ServiceNow Community

Using ServiceNow Predictive Intelligence to build a business case for automation

We’ll cover automation capabilities on the Now Platform®, including AI-powered chatbots, Predictive Intelligence, self-service capabilities and IntegrationHub. Join and learn how to:

Use ServiceNow’s Predictive Intelligence (ML engine) capabilities to benchmark your organization’s consumption
Build a roadmap for consuming next-gen automation capabilities to reduce MTTR, reduce outages and empower your workforce with self-service capabilities
Translate your organization’s usage metrics into business value and save your organization time and money

2020-10-08, by ServiceNow Community

Intro into Predictive Intelligence

Predictive Intelligence enables you to leverage in-platform machine learning to empower features and capabilities across ServiceNow applications to provide a better work experience. During the Performance Analytics and Reporting Office Hours on October 7th, we discussed the available frameworks and some use cases where they apply in some ServiceNow applications.

2020-12-09, by ServiceNow Community

ITSM Pro Series: Predictive Intelligence

What is Predictive Intelligence?

2021-06-23, by ServiceNow Community

HR Service Delivery Academy: Predictive Intelligence

Learn about Predictive Intelligence, a platform capability that enables customers to use machine learning, and the delivered solutions for HR Service Delivery.

2021-07-28, by App Engine Shao

Building an app to evaluate employees and predict satisfaction, no-code on ServiceNow App Engine!

Always wondered how you could leverage the power of Machine Learning in your custom apps? In this video, we explore how you can easily incorporate a Regression model in an app built to track employee performance. We will use the very same app to predict the satisfaction levels of the employee.

2022-04-06 by ServiceNow Community

Activate and Configure Predictive Intelligence

Most organizations get the value of sophisticated analytics—but many are just starting to understand what machine learning can bring to the table. Join us to hear how to get started using ServiceNow® Predictive Intelligence to make work better for everyone. You’ll leave the session understanding what you can do and how you can jumpstart activation.

2022-04-29 by ServiceNow Community

Get started using Predictive Intelligence to radically improve your IT service experience

Customers and employees demand a seamless process when they submit an IT ticket—with consistent service quality and fast resolution every time. Join experts to hear how ServiceNow Predictive Intelligence and machine learning are helping companies deliver on this experience—and learn how you can get started.

2022-08-04, by ServiceNow Community

Jumpstart and deploy Predictive Intelligence for IT Service Management

Activated Predictive Intelligence? Looking for best practices on jumpstarting usage in your organization? Join this live webinar to learn how this powerful–yet, approachable and attainable–set of machine learning capabilities can effectively integrate with your ServiceNow workflows to enhance business efficiency and improve service.

2022-08-26, by ServiceNow Community

AI Fundamentals Part 1 - Understanding Classification

In this installment of our AI Academy series, our AI expert, Lener Pacania shares key concepts and best practices to create a predictive intelligence classification model in ServiceNow. Watch this AI Academy session to learn how to tune and deploy AI to improve work experience!

2023-02-23, by ServiceNow Community

Use AI to kickstart your Hyperautomation journey | Part 1

In this two-part series, we explore the role of AI to cut through the noise of your data and find automation opportunities. In this day and age, every business is trying to Do More with Less, and this is where AI comes in handy! In this first part, we establish the foundations of the Discovery phase with AI and showcase Automation Discovery.

2023-03-09, by ServiceNow Community

Use AI to kickstart your Hyperautomation journey | Part 2

In this second part, we explore Clustering and Process Optimization.

Troubleshooting

Known Error Portal

AI predictions not working | Unable to predict via REST API Explorer | Agent Intelligence | Predicti... (KB0744280)

Training on a large set of data would result in "Unable to predict" error. (KB0760115)

Predictive Intelligence Common issues (KB0781893)

Predictive Intelligence Similarity Solution Training Fails (KB0825604 )