Paris [and later] HR Service Delivery Predictive Intelligence Capabilities

[Allison French]

What is Predictive Intelligence?

ServiceNow Predictive Intelligence is a platform capability that enables customers to use machine learning, which is a subset of artificial intelligence (AI) that can be used to predict, recommend, and organize data outcomes.

To help articulate this, a Russian nesting doll analogy can be used. AI is like the largest doll – it's the overarching discipline that covers anything related to making machines smart. And machine learning, or ServiceNow Predictive Intelligence, is a subset of AI, so it’s the next smallest doll. It leverages data, learns from it, and makes a prediction without being explicitly programmed.

What’s New in Paris? [... and later releases]

Six new Predictive Intelligence solutions are delivered for HR Service Delivery Professional and Enterprise customers in the Paris release – two are for employees, two are for agents, and two are for admins

Employees

Relevant for You Articles & Catalog Items: 

Discovers users with a similar profile as the logged in user and displays the top 3 articles and catalog items

• Value: Personal and relevant portal experience
• How it works: Looks at department, position, manager, and country information and the top 25 similar users and their recent activity for the last 30 days (but both of these periods are configurable) to display relevant knowledge articles and catalog items for the logged in user

Related Articles for HR & Content To-Dos: 

Displays related articles to assist employees in completing their to-dos

• Value: Faster, more guided to-do completion
• How it Works: Looks at short descriptions, descriptions, and article bodies to compare knowledge articles and tasks; similar articles are then displayed

Agents

Auto Determination of Assignment Group:

Displays a recommended assignment group to agents via a banner message

• Value: Accelerates agent decision-making
• How it Works: Looks at HR service, short description, description, as well as the title and location of the Opened For user to predict the assignment group
  
  

Classic UI

Agent Workspace UI

Similar Articles: 

Provides agents with the added ability to see related articles that display within their case form based on a machine learning similarity algorithm

• Value: Expedites agent knowledge identification
• How it Works: Looks at short description, description, and the text of an article, as well as the short description text typed into the search by the agent

Classic UI

Agent Workspace UI

Admins

Knowledge Demand Insights for HR Cases: 

Admins and users with the curation role can identify areas where there are knowledge gaps

• Value: Ensures knowledge is in place to drive self-service
• How it Works: Identifies and clusters cases that don’t have similar articles and displays data in a dashboard where users can Report a Knowledge Gap to create a feedback task for the knowledge team to review the cluster of cases and draft the necessary article(s)

HR Predictive Intelligence Workbench: 

Guides admins through predictive intelligence implementations with pre-built templates, with one HR template currently available (Predict the Service for HR Cases)

• Value: Fast-tracks implementation
• How it Works: A new plugin, HR Predictive Intelligence Workbench HRSD Content, is now available and provides a Predict the Service for HR Cases template to assist in implementing this HR Case Classification feature introduced in Orlando

Technical Information: How Are These Solutions Enabled?

Predictive Intelligence is made possible via solution definitions, which is the form admins use to specify details for the solutions. Admins can use delivered solution definitions, copy and modify what’s delivered, or create new ones.

Sample Solution Definition

Solution definitions contain information about the processing language, training frequency, as well as the option to include stop words and a word corpus, which is a collection of words and phrases that function as the vocabulary for the solution.

There are four types of solution definitions available:

• Classification: Makes classifications at the field level, such as an HR service or assignment group. The two predictive intelligence solutions provided before Paris to classify HR cases both use this framework. Admins specify the applicable table and field that should be predicted, the field(s) that should be evaluated, and the specific historical records that should be used for training.
• Similarity: Compares historical and new records to find similarity, such as similarities between HR cases and knowledge. Admins specify the tables that should be compared, as well as the fields that are likely to contain words and phrases that should be compared (such as the short description).
• Clustering: Groups similar records into clusters so patterns can be identified that may not be apparent at first glance, and the records can then be addressed collectively. Some patterns may be bigger or stronger than others, and visualizations are available of the top 3 cluster patterns. Admins specify the table with the records that should be clustered and any filters, the fields that should be considered, any preferences on how the clusters should be grouped, and up to 3 Purity fields, which help identify the most frequent class in the cluster.
• Regression: Uses historical data to predict numeric outputs, predicted time to resolve and mean time to resolution. This information can then be applied to better estimate SLA timings. Admins specify the applicable table to apply the regression to, the fields to be considered, and the output field.

List of Solution Definitions for the New Paris Features

• Relevant for You Articles & Catalog Items: User Profile Based Recommendation
• Related Articles for HR & Content To-Dos: Similar Knowledge Articles for HR Task and Similar Knowledge Articles for Content Task
• Auto Determination of Assignment Group: Auto Assignment Group for HR Cases
• Similar Articles: Similar Knowledge Articles for HR Case
• Knowledge Demand Insights for HR Cases: Demand Insights: HR Cases and Knowledge and Demand Insights: HR Case Clusters Need Knowledge
• HR Predictive Intelligence Workbench: The HR Predictive Intelligence Workbench HRSD Content plugin [com.sn_piwb_hrsd_content] provides a template for implementing the HR Case Classification solution definition, which was released in Orlando

Interested in implementing any of these use cases? Please visit the Get Started with Predictive Intelligence page on our Docs site!

Additional recommendations and information is also found on the Predictive Intelligence page on our Docs site. This includes any updates from our most recent release.