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Process efficiency is crucial in today’s digital landscape. They drive business performance, improve user experiences, and ultimately contribute to the success of an organization. A key player in enabling such efficiency is the combination of AI and automation.

ServiceNow, a pioneer in digital workflow solutions, uses AI and automation to transform the way businesses operate. It’s not just about automating tasks; it’s about significantly augmenting human capabilities, enabling employees to work smarter, not harder.

AI in ServiceNow encompasses a broad spectrum of capabilities. It accelerates document processing with AI models that identify, understand, and extract text and data. It also includes Natural Language Understanding (NLU) models that predict and understand dialogues, connecting them to the intended tasks.

This introduction sets the stage for exploring how AI and automation work within ServiceNow. As we delve deeper, we will uncover how these technologies can be strategically incorporated into your workflows to drive efficiency and innovation.

The Concept of Intelligent Automation

Intelligent automation represents the fusion of AI and automation technologies, creating a potent blend that transforms traditional operational models. Within ServiceNow’s ecosystem, this integration is revolutionizing the way tasks and decision-making processes are optimized.

First layer

AI brings cognitive capabilities to the table, enabling systems to learn from data, identify patterns, and make predictions. When coupled with automation, these intelligent systems can streamline repetitive tasks, thus liberating human resources for more complex, value-added tasks.

ServiceNow leverages this combination to create automated workflows, intelligently routing tasks based on predefined rules.

Second layer

In the second layer of intelligent automation, ServiceNow incorporates virtual agents and chatbots. These AI-powered tools can handle routine customer inquiries without human intervention, thereby improving response times and customer satisfaction. This aspect of intelligent automation not only enhances efficiency but also drives significant improvements in the user experience.

Third layer

This dimension of intelligent automation in ServiceNow involves data analysis. ServiceNow’s AI models can sift through enormous amounts of data to detect trends, forecast outcomes, and suggest actions. This capability doesn’t just automate tasks; it augments human decision-making, empowering businesses to make faster, data-driven decisions. In essence, ServiceNow’s intelligent automation is about doing more with less and doing it better and faster.

Exploring Task Intelligence in ServiceNow

Task Intelligence in ServiceNow is a game-changer for organizations aiming to streamline their workflows and improve productivity. It takes the journey of a case, from initiation to resolution, and infuses it with AI capabilities to make the process more efficient and effective.

Solution-first approach

It focuses on identifying the best possible solution from the outset, rather than simply focusing on problem-solving.

Incident field prediction and recommendation

It uses machine learning models to predict and recommend incident fields, enabling faster and more accurate resolutions.

Improved quality of outcomes

Task Intelligence not only speeds up case resolution times but also improves the quality of the outcomes.

Extended to customer service

It offers several AI capabilities that enhance workflows and boost agent productivity in customer service, such as language detection, record categorization, sentiment analysis, and document understanding.

Routine Task Automation in ServiceNow

Routine task automation in ServiceNow is a powerful tool that simplifies task ownership changes and streamlines many other routine tasks. Here’s a brief look at how it works:

Task ownership changes

In ServiceNow, changing the ownership of a task is made easy- If an individual is unable to execute a task, the system can automatically reassign it to someone else based on predefined rules or AI recommendations. This ensures uninterrupted workflow and boosts overall productivity.

Automated scheduled tasks

You can automate scheduled tasks with ServiceNow. For example, you can establish a Service Catalog entry for repeating tasks, and the system will perform them at the appropriate times.

Workflow automation

ServiceNow’s workflow automation eliminates manual tasks with the help of AI and robotic process automation (RPA) technology. It can also easily integrate with third-party systems, further enhancing its automation capabilities.

RPA recorder

With the RPA Recorder, you can record and automate tasks in just a few minutes. This feature enables rapid scaling of automation across different processes and departments.

Unleashing AI Capabilities in ServiceNow

ServiceNow’s AI capabilities are transforming the way businesses operate by delivering relevant information, making predictions, and automating repetitive tasks.

The platform leverages Generative AI, which steps in when there are gaps in customer experience or when a virtual agent can’t find certain information. This AI-driven approach not only improves the overall customer experience but also enhances productivity by reducing manual task handling.

Moreover, ServiceNow’s AI-infused capabilities extend to hyperautomation. The platform can automate complex tasks and generate personalized insights, enabling organizations to achieve better operational efficiency. In addition, the latest advancements like case summarization and text-to-code further expand its generative AI capabilities, driving growth and innovation.

Leveraging AI-Based Tools in ServiceNow

ServiceNow offers a set of AI-powered technologies for streamlining workflows, increasing productivity, and driving innovation. Here are some key insights:

  • AI tools prioritize and automate routine tasks, thereby maximizing efficiency and minimizing manual intervention.
  • These tools are capable of detecting major incidents, which ensures quick resolution and minimizes downtime.
  • AI-powered process mining techniques surface valuable insights that can be used to improve processes and outcomes.
  • Generative AI capabilities enable the automation of complex tasks and the generation of personalized insights.
  • Advanced AI techniques such as data mining, natural language processing, and sentiment analysis extract insights from unstructured data.

Harnessing the Power of Predictive Intelligence

Predictive intelligence is revolutionizing the way businesses operate, enabling employees to focus on more meaningful work. By analyzing vast amounts of data, predictive intelligence can anticipate future outcomes and automate routine tasks.

Machine learning, a key component of predictive intelligence, plays a crucial role in automating tasks and resolving issues faster.

By learning from data patterns, machine learning algorithms can predict potential issues and automate their resolution before they impact business operations. This enhances productivity, optimizes processes, and improves customer experience, thereby driving growth and innovation.

Using Now Intelligence for Enhanced In-Platform AI and Analytics

Now Intelligence, a part of ServiceNow’s platform, is designed to provide AI and analytics capabilities within the platform itself.

Here are some key insights into how it enhances operations:

  • It automates routine tasks, freeing up employees to focus on strategic, meaningful work.
  • Now intelligence can detect major incidents, enabling quicker resolution and minimizing downtime.
  • It surfaces insights by analyzing data patterns, helping organizations make informed decisions.

Applying Generative AI in ServiceNow

In ServiceNow, generative AI is transforming how jobs are completed, increasing productivity and efficiency. Here’s a quick rundown of its use:

Everyday tasks

Generative AI can automate tasks that traditionally require human input. For instance, it can extract structured data from unstructured text like emails or documents. This is accomplished through the following steps:

  • The AI system reads and understands the content.
  • It identifies relevant data points within the text.
  • The system then extracts and structures these data points for further use.

Potential of AI application

 The Generative AI Controller application within ServiceNow opens up vast possibilities for AI integration. It can even transform text into intelligent code suggestions or full code, streamlining the development process.

The steps involved here include:

  • The text is fed into the Generative AI system.
  • The system interprets the text and generates code based on the instructions.
  • The generated code can then be used directly or refined further by developers.


The use of AI for task automation in ServiceNow brings numerous benefits, from streamlining everyday tasks to exploring the untapped potential of AI applications. By harnessing the power of AI and Machine Learning, organizations can unlock data-driven insights, automate repetitive tasks, and foster innovation.

Looking ahead, the future of AI and automation in ServiceNow is set to be even more transformative. As generative AI continues to evolve, it will further revolutionize productivity, efficiency, and service delivery within the platform.

At InclusionCloud, we understand the immense potential of ServiceNow’s features and tools and are equipped with the most qualified experts ready to help you leverage these capabilities. We’re committed to helping you boost your company’s operations and streamline your services.

Don’t hesitate to contact us to explore how we can assist you in your ServiceNow journey.

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