Leveraging embedded intelligence Work smarter and make better decisions with built-in intelligence that work hand-in-hand with your business. Create intelligent experiences that turn slow, generic responses into proactive, personalized engagements. Intelligently automate tasks to eliminate manual, error-prone work, creating actionable insights and immediate resolutions. And optimize work by mining your data to uncover opportunities, instead of wrestling with static charts and unclear priorities. Machine learning Predictive Intelligence The Now Platform has advanced machine learning capabilities that automate repetitive decisions, identify relevant contextual content, and uncover hidden insights. Known as Predictive Intelligence, this machine learning capability is used in many different ServiceNow products. The Now Platform includes three complementary machine learning capabilities: › Classification predicts the value of a record field based on the value of other fields. For instance, ServiceNow uses this framework to route work to the correct team based on historical data and to prioritize work based on its description. › Similarity identifies similar data sets. For example, ServiceNow uses the similarity framework to automatically push similar historical incidents/cases and pertinent knowledge articles to workspaces. › Clustering clusters groups of records based on their similarity. For example, ServiceNow uses the clustering framework to identify potential major incidents based on a large number of similar incidents. Note that Predictive Intelligence comes with out-of-the-box APIs and spokes, so you can integrate predictions directly into your apps and workflows. Task Intelligence Task Intelligence makes machine learning even more accessible with automated task creation, triage, and investigation specifically designed to boost agent productivity. • Classification predicts the value of a record field based on the value of other fields. For instance, ServiceNow uses this framework to route work to the correct team based on historical data and to prioritize work based on its description. • Sentiment analysis prioritizes issues based on user sentiment, so agents can increase CSAT by intercepting the most pressing matters first - before they become problems. • Document Intelligence enables organizations to automate and accelerate document processing by seamlessly transforming unstructured and semi-structured information into usable data. • Language detection uses a pre-trained model to detect requestor language so that cases are automatically routed to the assignment groups and agents with the necessary language skills. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 22