Predictive Intelligence Overview

Adam Stout
Outbound Product Manager
Machine Learning for the Business

End User Agents Service Owners

Understand an end-user's intent
and route their ticket to the right
agent or connect them with the
right knowledge article
Provide tactical relief for agents
by auto-populating fields, linking
similar tickets, and addressing
knowledge gaps efficiently
Prioritize knowledge article
creation and be alerted to
major incidents before they
have a chance to impact end-
users and the business

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Our Predictive Intelligence Frameworks

Classification Similarity Clustering Regression

Provide tactical relief for Help agents resolve
agents by auto- incidents faster by
populating fields that linking them to similar
are critical incidents or relevant
knowledge articles
Help agents plug Service owners can
knowledge gaps estimate the number
more efficiently and of hours or days it
alert service owners takes an agent to
to major incidents as resolve an incident
they develop or case

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ServiceNow PI Advantages

It’s a product not a Reduce reliance on Quick time to value -

project data scientists up and running in one
(in-platform ML) day

5
PI across ServiceNow applications
ITSM CSM HR Other IT Workflows

End User • Virtual Agent powered by NLU

• Suggested articles
• Virtual Agent powered by NLU
• Suggested articles
• Virtual Agent powered by NLU
• Suggested articles
(Employee,
Customer)

Frontline • Similar Resolved Incidents

• Similar Open Incidents
Worker • Recommend relevant KB for an
incident
• Duplicate/Similar article detection
• Incident assignment and
categorization
• Recommended Resolved/Open
Cases
• Recommend relevant KB for a
case
• Suggest articles related to
currently viewed article for a
requestor
• Alert author of identical (or
extremely similar) articles to
prevent duplicates
• Case categorization, assignment,
and prioritization
• Suggested articles
• Duplicate/Similar article
detection
• HR Service categorization
• Similar HR cases
• Similar closed alerts
• Discover software subscription
purchases from expense transactions
• Phishing detection (SecOps)
• Innovation Management – Find Similar
Ideas
• Similar Business Applications (ITBM)
• Vulnerability Assignment (SecOps)

Service • Knowledge Curation – Find

Knowledge Gaps
Owner • Major Incident Detection
• Performance Analytics and
Reporting (KPIs, Dashboards,
reports
• Natural Language Query (NLQ)
• Skills Prediction
• Knowledge Curation – Find
Knowledge Gaps
• Performance Analytics and
Reporting (KPIs, Dashboards,
• Anomaly detection
• Root Cause Analysis
• Major Issue Detection
• Performance Analytics and
reports
• NLQ
• Performance Analytics and Reporting
(KPIs, Dashboards, reports
Reporting (KPIs, Dashboards, • Software Spend Detection
reports • NLQ
• NLQ • Process clustering (ITOM)
• Skills Prediction • Alert Grouping & Clustering (ITOM)

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Predictive Intelligence Outcomes

• Optimized resources, reduced costs – Instantly deliver requests to the right agent with
the right prioritization so they can address issues at the speed of business.
• Increased fulfiller/requester productivity – Empower employees and customers with
more time and energy to focus on more complex tasks and requests, while routine and
mundane tasks are automatically handled.
• Improved overall business efficiency and customer satisfaction – Provide consistent
and reliable information. Exceed service levels and increase customer satisfaction with
suggested content that helps resolve issues.

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University of Maryland ITSM Pro Outcomes

A decrease of

24.7%
Incidents A Month
85%
Correct Routing
No Reassignment
4XFASTER

Incident Deflection Increased Efficiency Average Time To Close

with a good catalog For Our Customers Incidents Compared
and KB To 1 Year Ago
Our Predictive Intelligence Frameworks
Classification Similarity
Provide tactical relief for Help agents resolve
agents by auto- incidents faster by
populating fields that linking them to similar
are critical incidents or relevant
knowledge articles
11
Clustering Regression
Help agents plug Service owners can
knowledge gaps estimate the number
more efficiently and of hours or days it
alert service owners takes an agent to
to major incidents as resolve an incident
they develop or case
© 2020 ServiceNow, Inc. All Rights Reserved.
Predictive Intelligence Workbench
Speed up implementation of PI using Predictive Intelligence Workbench

• Guide user through set up of

PI models using templates

• Templates cover a broad

range of common use cases

• Provides insights into which

models are performing poorly

• Provides insights into which

models can be improved

• Allows batch testing before

production deployment

• Classification only

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Our Predictive Intelligence Frameworks
Classification Similarity
Provide tactical relief for Help agents resolve
agents by auto- incidents faster by
populating fields that linking them to similar
are critical incidents or relevant
knowledge articles
13
Clustering Regression
Help agents plug Service owners can
knowledge gaps estimate the number
more efficiently and of hours or days it
alert service owners takes an agent to
to major incidents as resolve an incident
they develop or case
© 2020 ServiceNow, Inc. All Rights Reserved.
 Classification Framework
Automated Categorization, Routing, Prioritization of Work
Outcomes

I am no longer receiving email. It’s Faster resolution time for

imperative
I N T Ethat
L L I G EINget
T A Cemail
TION working by improved customer experiences

the end of the day today. Quick time to value with

prebuilt solutions

Reduced error rates and costs

Increase Agents’ ability to

focus on more meaningful
tasks

Prioritization

Now
Platform®
14 © 2020 ServiceNow, Inc. All Rights Reserved.
Our Predictive Intelligence Frameworks
Classification Similarity
Provide tactical relief for Help agents resolve
agents by auto- incidents faster by
populating fields that linking them to similar
are critical incidents or relevant
knowledge articles
15
Clustering Regression
Help agents plug Service owners can
knowledge gaps estimate the number
more efficiently and of hours or days it
alert service owners takes an agent to
to major incidents as resolve an incident
they develop or case
© 2020 ServiceNow, Inc. All Rights Reserved.
 Madrid
Similarity Framework
Recommend content that helps agents solve issues faster
Outcomes

Identify similar incidents, cases,

and alerts

Propose new major incidents

or link to related existing ones

Use predictions in ServiceNow

applications

Now
Platform®
16 © 2020 ServiceNow, Inc. All Rights Reserved.
Our Predictive Intelligence Frameworks
Classification Similarity
Provide tactical relief for Help agents resolve
agents by auto- incidents faster by
populating fields that linking them to similar
are critical incidents or relevant
knowledge articles
17
Clustering Regression
Help agents plug Service owners can
knowledge gaps estimate the number
more efficiently and of hours or days it
alert service owners takes an agent to
to major incidents as resolve an incident
they develop or case
© 2020 ServiceNow, Inc. All Rights Reserved.
 NEW YORK
Clustering Framework
Group similar records together to optimize efficiency
Outcomes

Prioritize KB article creation

Uncover automation
opportunities

Get started with Virtual Agent

Now
Platform®
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 Orlando
Knowledge Demand Insights
Clusters incidents that do not have knowledge articles
Outcomes

Efficient Knowledge Article

curation

Increased deflections

Increase Agents’ ability to

focus on more meaningful
tasks

Now
Platform®
19 © 2020 ServiceNow, Inc. All Rights Reserved.
Our Predictive Intelligence Frameworks
Classification Similarity
Provide tactical relief for Help agents resolve
agents by auto- incidents faster by
populating fields that linking them to similar
are critical incidents or relevant
knowledge articles
20
Clustering Regression
Help agents plug Service owners can
knowledge gaps estimate the number
more efficiently and of hours or days it
alert service owners takes an agent to
to major incidents as resolve an incident
they develop or case
© 2020 ServiceNow, Inc. All Rights Reserved.
Regression
Predict numeric outcomes

• Predict the amount of

time to close and
incident/case or
complete a change
request

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 Agent Workspace

Major Integrations Virtual Agent & Service Portal Integration

Skills Prediction in ITSM & CSM

Performance Analytics

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Agent Workspace Integration
Predictive Intelligence similarity framework accessed through Agent Assist drop down

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Agent Workspace “Propose Major Case/Incident”
Predictive Intelligence similarity framework integrates with Propose Major Case/Incident process

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Skills Prediction (ITSM & CSM)
Embeds AI to drive better outcomes

• Effortlessly add skills to

Agents

• Route tickets/cases to
the Agents with the right
skills

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Integrations with Performance Analytics (PA)
The OOTB PA Dashboards for Predictive Intelligence are used to gauge the efficiency
and impact of the ML models. The data in PA can be used to tune the models.
The OOTB Prediction Results PA dashboard provides trending insight on whether the
model needs to be re-trained due to changes in the underlying process.

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Training

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Now Learning has Free On-Demand Content
https://nowlearning.service-now.com/

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ServiceNow Documentation
https://docs.servicenow.com/bundle/paris-performance-analytics-and-reporting/page/administer/predictive-
intelligence/task/get-started-predictive-intelligence.html

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Analytics, Intelligence, and Reporting Community
https://community.servicenow.com/community?id=community_forum&sys_id=b5291a2d
dbd897c068c1fb651f9619e2

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Thank you