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Agent Intelligence release notes

Agent Intelligence release notes

ServiceNow® Agent Intelligence is a new Now Platform feature in the Kingston release.

Use machine-learning algorithms to set field values during record creation such as setting the incident category based on the short description. Train predictive models to act as an agent to categorize and route work based on your past record-handling experience.

Agent Intelligence features

Create a solution definition
Specify the records used to train a predictive model, what fields trigger a prediction, and how often to retrain a solution.
Review solution coverage, distribution, and precision statistics
Use the Solution Statistics dashboard to determine if a solution has sufficient precision and coverage for each class. Identify classes that require configuration or retraining with a new solution definition filter.
Configure class precision and coverage values
Configure how often a solution predicts specific output field values by selecting the class precision and coverage.
Exclude a class from solution training
Exclude a class from solution training to prevent the model from ever making predictions for a particular output field class. For example, you can exclude a particular incident category from training if you plan to retire or change the category.

See Agent Intelligence for more information.

Activation information

To activate this feature, request the Agent Intelligence plugin (com.glide.platform_ml) through the HI Customer Service system. This plugin includes demo data and activates related plugins if they are not already active.

To activate this feature, request the Agent Intelligence Reports plugin (com.glide.platform_ml_pa) through the HI Customer Service system. This plugin includes demo data and activates related plugins if they are not already active.

Additional requirements

To ensure optimal dashboard display, enable responsive dashboards or change the default dashboard layout.

This site is scheduled for a small content update on Monday, November 12th, between the hours of 4:00pm and 9:00pm Pacific Time (Nov 13 00:00 – 05:00 UTC). Acces to this site may be delayed during that time.