Home AI Predictive AI Predictive AI See what’s next, act before it happens Anticipate demand. Prevent disruption. Make service proactive. Predictive Intelligence brings machine learning directly into your ServiceNow workflows, helping you see patterns, triage at scale, and act before issues escalate. With codeless model templates and a guided workbench, you can classify, cluster, and forecast with ease. The result: faster routing, fewer surprises, and decisions driven by data, not guesswork, all within the same platform that runs your operations. Route smarter, resolve faster Predictive Intelligence automatically classifies and routes requests the moment they’re created, cutting queue times, misassignments, and handoffs. Models trained on your historical data learn to recognize intent and context, assigning work to the right team from the start. The result: faster triage, fewer reassignments, and measurable improvements in service resolution and SLA attainment. See issues sooner and resolve them faster with predictive intelligence that turns data into decisive action. Spot and solve before it escalates Predictive Intelligence helps you spot issues before they escalate. By clustering similar tickets and highlighting recurring patterns, it surfaces emerging problems early so teams can address root causes instead of reacting to symptoms. With ETTR predictions and Performance Analytics forecasting for demand and SLA trends, leaders can plan resources, prevent backlogs, and maintain service reliability during peaks. Predict, assist, automate When predictive models meet GenAI on ServiceNow, insight can drive action. Predictive Intelligence provides signals (e.g., probable assignment group, ETTR) that you expose in Flow Designer; Now Assist AI Agents then use those flows as tools to trigger the next best step automatically. This creates a governed, closed-loop pattern. Predictions guide the agent, and the agent acts on those insights while you keep models accurate through scheduled retraining and standard monitoring. MULTIPLY NOW The power of Predictive AI From reactive to proactive operations Predictive Intelligence identifies trends and anomalies early, so you can address root causes before they impact performance or customer experience. Faster routing, fewer handoffs Machine learning automatically classifies and assigns requests, reducing queue time and rework while improving SLA adherence across IT, HR, and customer workflows. Insights that drive continuous improvement Forecasts and clustering reveal where demand, risks, or inefficiencies are rising, giving leaders data to optimize staffing, prioritize investments, and plan ahead with confidence. FAQs Do we need data-science skills to use ServiceNow Predictive Intelligence? No. Admins use a guided workbench and out-of-the-box model templates. Advanced teams can fine-tune features, thresholds, and evaluation when needed. How does ServiceNow Predictive Intelligence work (in plain terms)? It learns from your historical records (incidents, cases, requests), then auto-sets fields (e.g., assignment group), finds similar past fixes, groups ticket themes, and predicts effort or SLA risk—directly on the Now Platform. Is ServiceNow Predictive Intelligence private and compliant (e.g., GDPR)? Yes. Models run inside your ServiceNow instance. Pair with Sensitive Data Handler and GenAI admin controls to mask PII, limit exposure, and streamline audits. What data do we need for good accuracy in ServiceNow Predictive Intelligence? Clean historical records with consistent categories, resolutions, and outcomes. Rule of thumb: more well-labeled examples → better early accuracy. (Improve data hygiene first, then train.) What is ServiceNow Predictive Intelligence and what problems does it solve? ServiceNow Predictive Intelligence is the platform’s native ML layer that classifies, matches, clusters, and forecasts inside your workflows—so routing, resolution, and reporting move faster without exporting data. Where will we see value first with ServiceNow Predictive Intelligence? ITSM: auto-routing, duplicate detection, SLA risk prediction. CSM: intent classification, next-best knowledge. HR: category and assignment suggestions for HR cases. Turn prediction into prevention. Book a meeting to discover with Pulse and Patterns where machine learning can anticipate demand, prevent incidents, and make every decision faster and smarter, right inside your ServiceNow workflows. MULTIPLY NOW