[Music] explain welcome to episode three we will start with where we left off the previous episode the AI capabilities machine learning capabilities and deep learning and we will dive deeper to show how the now intelligence features are mapped together how they relate to analytics AI natural language processing and gen my colleague M will explain the mapping in a little bit more detail because all the now intelligence features are connected to each other we mapped all those features and created one overview let's start with analytics features reporting shows the current state of ticket data on the other hand we have performance analytics performance analytics enables you to monitor the trend line reporting and performance analytics are two different applications but are complementary to each other in the core UI reports and performance analytics widgets are coming together on dashboards in the new UI reporting and and performance analytics are coming together on the platform analytics for workspaces next to that we have the user experience analytics user experience analytics provides insights into how users are engaging with the system to enhance the user experience process mining is designed to provide organizations with insights into their business processes by analyzing and visualizing the actual process flows on historical data the creation of such a model can shine a light on the differences between expected Behavior and the actual Behavior to find bottlenecks in the process there's an integration available between performance analytics and process mining it is possible to open the process mining workbench directly from the analytics Hub service now is now working to extend process mining with task mining to track the individual tasks in a process Serv now incorporates artificial intelligence features to enhance its capabilities natural language processing and generative AI are AI capabilities and overlap each other let's start with AI features predictive intelligence predictive intelligence provides four different machine learning Frameworks clustering cluster records to find automation opportunities the second one is similarity find similar records the third one is classification predict fields for example category or assignment group and the last one is regression predict numeric outputs service now document intelligence enables the platform to automatically process and analyze documents it uses AI to extract information from documents automation Discovery identifies potential automation opportunities with clustering it finds recommended automations the last one is Task intelligence task intelligence enables classification models to automate task creation and investigation including task field prediction sentiment analysis and language prediction if you look at AI search that is an AI capability that can be enhanced using generative artificial intelligence or the Gen AI it uses the now llm part of now assist in addition to now assist which we have seen in the previous video you also have gen AI controller so those are the two gen a capabilities that fall within AI M already spoke about automation Discovery and that connects into virtual agents to automate chat conversations that either your employees or customers can have with the virtual agent the chatbot the chatbot uses natural language processing to understand the natural language that is spoken it uses that to determine intent and communicate with the users natural language understanding is also used in AI search SE to determine better search results and the intent of the user that's trying to search natural language processing is on the one hand understanding natural language and on the other hand also generating a natural language reply so it generates the data and that's where the overlap with geni at the generating artificial intelligence comes from natural language understanding is used by the virtual agent but also AI search and natural language query where you can use filtering or reporting you can input a natural language so normal way of speaking to say what you want to see or in the list or the report and it will use that to filter it in this video we went from the high level overview of the AI capabilities into a more detailed view of AI functionalities in the platform and how they connect in the next video we will dive deeper into the now intelligence capability that we discuss today we will also invite some capability leads experts in CSM itm and HR this journey at 6 a Iain opening up new do