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We are solving real problems with machine learning today.
Predictive Intelligence comes from our recent acquisition of DxContinuum and it’s a core machine learning capability that we apply to categorizing and routing work. By looking at tens of thousands or hundreds of thousands of your historical incidents and requests, Agent Intelligence automatically applies the right categorization, severity and routing information to ensure the task finds the right home. This helps you work faster and directs your energy to service ownership, innovation and strategy instead of routing tasks, in turn improving response times, lower error rates, reducing time to solve issues.
Not available on personal developer instances
The second part is actual usage of the models published by the customer. This is when the customer is using it in real time against the processes being generated in their instance.
Prediction phase occurs within instance. Its inlinded execution within the instance servicing the customer. Scriptable API will take a tuple (likely a GlideRecord). Predictor will use the generated model and score the input fields, outputting a tuple of (value, confidence) We plan on using the tuple in a business rule to auto set the category on incident creation
The results of the the prediction is driven off the published models from the trainor.
Before we close out, I just want to point you to some helpful reference information. The first link points to our online product documentation. There you can find London release notes and other information to get more detailed information about the features we covered here today. The next is a link to the ServiceNow Community where you can search for answers or ask questions to your peers, other customers, ServiceNow partners, and employees.
I invite you to visit the developer portal and get a free personal developer instance, which now includes London release so you can test check out many of the items we talked about here today. You can also find the documentation to our scripting APIs, including those added in London, along with free learning plans and developer meetups.
We are happy to say that we’ve been doing this web series since early 2013 and have almost 60 episodes on topics ranging from how to develop applications on ServiceNow to scripting to best practices and of course, what’s new in the latest release. Take a look at the link posted here for more information.
Also, take a look at our customer success center, directly accessible from our main corporate site which includes best practices and other helpful information to guide you on your ServiceNow journey. Whether you’ve been using ServiceNow since we started in 2004 and need help upgrading, or you’ve just started and looking for information on configuration vs. customization, you’re sure to find something useful. With the time remaining, we’ll get a few questions and answers, but if we don’t get to yours, be sure to check out that TechNow link above in a few days where we’ll post our answers to questions asked here today. OK, let’s do the rapid fire Q&A…
Machine Learning-Driven Automation
Work smarter with machine
Sr. Curriculum Developer
Principal Curriculum Developer
The web series for ServiceNow admins and
developers on a variety of Now Platform topics