Predictive Intelligence | Human Resources Service Delivery (HRSD)
By: Simon D.
What is Predictive Intelligence in HRSD?
Predictive Intelligence combines machine learning (ML) with analytics tools to deliver solutions. This can come in the form of assisting the tasked agent, assigning an appropriate agent, and even acting as an agent for certain tasks. It categorizes tasks using historical data to predict and route information for new records. Predictive Intelligence provides recommended actions and content for relevant tasks, as well as functionality like the Discover Hidden Patterns to highlight areas that need improvement. There are four main frameworks when utilizing Predictive Intelligence. Classification is when requests are automatically directed. Clustering is for grouping similar records for access and pattern identification. Similarity is used to predict major issues and recommend actions with similar tasks. Regression uses historical data to predict numeric outputs. Each framework has its own purpose and setup, but they all fundamentally work to achieve an overall goal. Data is defined and collected to train an artificially intelligent (AI) powered model to provide better work experiences across the ServiceNow Platform.
How does this benefit agents working within ServiceNow?
The key factor that makes Predictive Intelligence so effective is its accessibility on the platform for setting up and training various ML solutions. No data science expertise is required to use these tools, so service owners can deliver the power of AI on the platform with ease. Once the model is trained and implemented, the application will improve customer and user experience in addition to speeding up resolution times. This is accomplished by reducing manual labor by classification and routing of cases, automatically generating tasks and suggestions to work towards a solution, triage with major incident detection, and providing feedback to the model predictions to improve its natural language performance. Not only will Predictive Intelligence improve work within the HRSD application, but it can also be implemented in IT Service Management (ITSM), Customer Service Management (CSM), Event Management (EM), and other custom applications. Additional features include pre-built solutions and out-of-the-box machine-learning templates to achieve end-to-end analytics within your application.
Where do I get these capabilities?
According to ServiceNow, you can enable these solutions by activating the Predictive Intelligence Reporting (com.glide.platform_ml_pa) plugin and the Predictive Intelligence (com.glide.platform_ml). On activating the first plugin, the dependent plugin should be activated automatically. To check if it was successful, a user called “sharedservice.worker” should have been created, as the plugins utilize this user for training the ML solutions.
Sources from ServiceNow Documentation:
- Predictive Intelligence – https://docs.servicenow.com/bundle/tokyo-now-intelligence/page/administer/predictive-intelligence/concept/predictive-intelligence.html
- ServiceNow Products – Predictive Intelligence – https://www.servicenow.com/products/predictive-intelligence.html
- Activate Predictive Intelligence – https://docs.servicenow.com/bundle/tokyo-now-intelligence/page/administer/predictive-intelligence/task/activate-predictive-intelligence.html