Machine learning solutions for Customer Service Management

---
title: Machine learning solutions for Customer Service Management
description: Machine learning in Customer Service Management helps with case creation, assignment, and resolution.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/machine-learning-csm.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Implement Intelligence, Configure, Customer Service Management]
---

# Machine learning solutions for Customer Service Management

Machine learning in Customer Service Management helps with case creation, assignment, and resolution.

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[Task Intelligence for Customer Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-task-intelligence.md)

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Use the following AI capabilities to automate several routine tasks across the case life cycle and enable agents to focus on complex case resolution.-   Record categorization
-   Sentiment analysis
-   Language detection
-   Document intelligence

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[Predictive Intelligence for CSM solution definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/predictive-intelligence-for-csm.md)

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Use predictive intelligence solution definitions to assist agents with a variety of tasks. Solution definitions predict one or more output fields based on a configured input field.

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[Trending case topics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/trending-case-topics.md)

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Identify clusters of cases with similar issues and pinpoint factors that drive up case volume. Each cluster of cases represents a trending case topic.

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[Similar case recommendations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-service-similar-cases.md)

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Enable customer service agents to easily find similar cases that can provide helpful information about cases they are currently working on.

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[Estimated time to resolve a case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/ettr.md)

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Predict the estimated time to resolve a case based on attributes such as the case short description, category, priority, and assignment group.

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[Predictive Intelligence for case management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/agent-intelligence-case-mgmt.md)

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Predict values for a case, such as the category, priority, and assignment group, based on information entered in the short description.

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[Auto-responder notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/config-auto-responder.md)

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Use auto-responder notifications to share relevant content in email notifications that can help deflect cases.

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