Busting the 6 myths around ServiceNow Predictive Intelligence

18 August 2022| 5 min|Adam Bernaś - Chief Product Officer


Artificial intelligence, machine learning, and predictive intelligence have been hot topics for many years, and the presumptions around new technologies still bring mixed feelings in the business area. You might have heard some of these before, or perhaps you are still very cautious regarding machine learning. We are here to debunk these beliefs and set the record straight about what embracing predictive intelligence can bring to your organization and the ServiceNow platform.

MYTH #1   Using AI and predictive intelligence is not safe

Using the ServiceNow Predictive Intelligence function is as safe as having ServiceNow. The infrastructure and data security are highly resilient with its cloud-based services. Predictive Intelligence, formerly known as Agent Intelligence before the New York release, works on dedicated servers, which are as safe as the instance itself. Of course, cybersecurity requires regular checks. That is why ServiceNow enables you to access dashboards, which are crucial to the security and give the proper insight into what is happening with your data. 

Source: ServiceNow

Additionally, by using performance analytics, you can foresee any safety threats. Since the decisions are based on data, the risk of errors is lower with artificial intelligence. Analyzing data through AI tools, you are less likely to commit any bias – the machine is objective and does not choose one data over the other.

MYTH #2   Giving space to AI makes me lose control

Concerns about losing control of the technology are standard. Fortunately, ServiceNow gives you complete power over the AI function. You are the one who determines how to configure the Predictive Intelligence and when the algorithm should be decisive.  

Source: ServiceNow

For example, using Virtual Agent Professional, you can set an 85% accuracy threshold to automatically assign incoming requests from your users. This allows for the agents’ last word on giving less straightforward cases. At the same time, the most apparent tickets get posted automatically, improving the response time and customer satisfaction.  

By choosing the correct parameters, you check random cases occasionally to verify the predictive intelligence correctness. Thanks to the generated reports, you see the comparison between the agent and machine decisions and have the proper insight to take further actions in customer service management. So, long story short – you are in charge.

Source: ServiceNow

MYTH #3   My ServiceNow platform doesn’t need AI

What is wrong with service desk manual work? The agents have managed it until now, so they can go on without artificial intelligence. Indeed, they can. But isn’t it worth using predictive intelligence to make things quicker, more convenient, and more accurate? Wouldn’t automatic ticket assignment or predicting possible problems make your agents more effective? Also, what about the user experience? Nobody wants a separate channel just for sending requests.  

Virtual Agent lets your users contact the agents through their channel of choice, with integration in Microsoft Teams, Slack or Messenger, and many others. That leads to customer satisfaction and less frustration when the bot guides the user, resulting in fewer mistakes. So you get improved workflows, smooth and fast user experience, resources for more complicated tasks, fewer human errors, and predictive capabilities based on raw data. It’s a win-win.  

Source: ServiceNow

MYTH #4   Predictive intelligence is too expensive

Applying tools like Virtual Agent Professional or Performance Analytics might not be the cheapest solution, but it depends on how you look at it. AI in ServiceNow brings pretty fast ROI, not only improving the work but also letting you rearrange the assignments to your resources. It is more of an investment.  

The agents get time for other, more complicated tasks while machine learning solutions are doing repetitive jobs. In the long run, it should result in time and money savings. Obviously, every company has different needs, so machine learning capabilities should be adjusted to these specific requirements. By knowing how to optimize the ServiceNow paid solutions, you can get a pretty good deal.  

Source: ServiceNow

MYTH #5   Introducing AI solution is too confusing and complex

Every new implementation takes a little effort. If you look at the outcomes, though, there is no confusion or complexity. On the user end, it gets easier. They receive the right help and instructions straight away, through the communication channel of their personal preference. It becomes a streamlined path leading to a resolution. 

Source: SPOC

Conversely, agents have access to everything in their Agent Workspace, which is very convenient. Predictive intelligence is there to get all the information and displays it in a user-friendly way through the dashboards. All the historical data is in one place, and the overview is straightforward. Your agents do not need to know how to code due to the simplicity of the Predictive Intelligence feature.

MYTH #6   ServiceNow Predictive Intelligence is designed for simple tasks

The functionality is expected to affect the automation of repetitive tasks, solving issues faster, based on machine learning. All this is true. But Predictive Intelligence is a more advanced solution.

Predictive Intelligence ServiceNow is just opening the door to the world of AI capabilities. And what is behind those doors? Machine learning, automation, ticket rewriting, ticket clustering, performance analytics, event prediction, and response planning, Classification Framework Dashboards – and still only a part of the possibilities that ServiceNow Predictive Intelligence provides. You will be able to get acquainted with the description of all the possibilities and functionalities in the next article dedicated only to ServiceNow Predictive Intelligence. Stay tuned!

Source: ServiceNow

Maximized ServiceNow or the basic ITSM version? 

Adopting predictive intelligence is a great way to take your ITSM process maturity to the next level. But since it’s an important step, we always advise our clients to analyze their needs and see how such a solution might streamline processes and workflows.

With your implementation partner or even alone, you should be able to determine the most critical areas – sometimes the essential solutions can address your needs, e.g., when users mainly send requests about resetting passwords or ordering equipment. It can be easily handled by the Virtual Agent Lite solution and does not require a high investment or a long time. On the other hand, an experienced implementation partner can help you with more advanced needs and get the best value for the chosen solution. 

Sylwester Jassa, ServiceNow Presales Manager & Business Solutions Consultant at SPOC

Machine learning solutions are great tools, ensuring a better work experience and more satisfied agents and users. There are many scenarios in which the Predictive Intelligence feature makes sense, e.g., you want to cut time spent on resolving tickets, improve customer experience or know about possible issues through predictive models. Different frameworks, like classification or similarity frameworks, can be used to fulfill these various goals.  

Indeed, deciding to maximize your ITSM instance with predictive intelligence is not easy, especially when you consider that you need historical data in significant volumes to benefit from it fully. If you are interested in more and want to know how you can adjust the AI processes to your needs, contact us.