Machine learning and natural language capabilities
The ServiceNow AI Platform includes non-generative AI capabilities that use machine learning and natural language processing to automate tasks, classify data, and enable natural interactions. These capabilities include Natural Language Understanding (NLU), Natural Language Query (NLQ), Predictive Intelligence, and Task Intelligence.
The ServiceNow AI Platform includes a set of non-generative AI capabilities that use machine learning and natural language processing to automate tasks, classify data, and enable natural interactions. These capabilities complement the generative AI experiences provided by ServiceNow Otto.
Natural Language Understanding (deprecated)
Natural Language Understanding (NLU) powers intent detection in Virtual Agent, enabling chatbots to understand what users are asking and route them to the right topic or response. NLU supports model management, multilingual models, and integration with Virtual Agent through the NLU Workbench. To build and manage the intent models that power Virtual Agent, including multilingual models in the NLU Workbench, see (Legacy) Natural Language Understanding.
Natural Language Query
Natural Language Query (NLQ) lets users query platform data in everyday language, so non-technical users can retrieve information without writing filters or building reports. To let users retrieve platform data in everyday language without building filters or reports, see Natural Language Query.
Predictive Intelligence
Predictive Intelligence applies machine learning across business units. Administrators can train machine learning models that automatically populate fields during record creation, categorize and route work based on how records have been handled in the past, recommend resolutions to cases that are similar to previous ones, and identify major outages based on incoming incidents. To train machine learning models that classify and route work, populate fields, and recommend resolutions from past records, see Predictive Intelligence.
Task Intelligence
Task Intelligence applies machine learning to task management, improving how work is routed and processed across the organization by learning from patterns in instance data.
Note: These machine learning capabilities operate independently of ServiceNow Otto and don't require an LLM. They are trained on instance data and can be deployed alongside generative AI capabilities.
To improve how work is routed and processed by applying machine learning to your task data, see Task Intelligence.
--- title: Machine learning and natural language capabilities description: The ServiceNow AI Platform includes non-generative AI capabilities that use machine learning and natural language processing to automate tasks, classify data, and enable natural interactions. These capabilities include Natural Language Understanding \(NLU\), Natural Language Query \(NLQ\), Predictive Intelligence, and Task Intelligence. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/platai-machine-learning-natural-language-capabilities.html release: australia topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 2 keywords: [machine learning, Natural Language Understanding, NLU, Natural Language Query, NLQ, Predictive Intelligence, Document Intelligence, Task Intelligence] breadcrumb: [Enable AI Experiences] --- # Machine learning and natural language capabilities The ServiceNow AI Platform includes non-generative AI capabilities that use machine learning and natural language processing to automate tasks, classify data, and enable natural interactions. These capabilities include Natural Language Understanding \(NLU\), Natural Language Query \(NLQ\), Predictive Intelligence, and Task Intelligence. The ServiceNow AI Platform includes a set of non-generative AI capabilities that use machine learning and natural language processing to automate tasks, classify data, and enable natural interactions. These capabilities complement the generative AI experiences provided by ServiceNow Otto. ## Natural Language Understanding \(deprecated\) Natural Language Understanding \(NLU\) powers intent detection in Virtual Agent, enabling chatbots to understand what users are asking and route them to the right topic or response. NLU supports model management, multilingual models, and integration with Virtual Agent through the NLU Workbench. To build and manage the intent models that power Virtual Agent, including multilingual models in the NLU Workbench, see [\(Legacy\) Natural Language Understanding](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/nlu-service/nlu-landing.md). ## Natural Language Query Natural Language Query \(NLQ\) lets users query platform data in everyday language, so non-technical users can retrieve information without writing filters or building reports. To let users retrieve platform data in everyday language without building filters or reports, see [Natural Language Query](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/natural-language-query/natural-language-query.md). ## Predictive Intelligence Predictive Intelligence applies machine learning across business units. Administrators can train machine learning models that automatically populate fields during record creation, categorize and route work based on how records have been handled in the past, recommend resolutions to cases that are similar to previous ones, and identify major outages based on incoming incidents. To train machine learning models that classify and route work, populate fields, and recommend resolutions from past records, see [Predictive Intelligence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/predictive-intelligence/predictive-intelligence-landing.md). ## Task Intelligence Task Intelligence applies machine learning to task management, improving how work is routed and processed across the organization by learning from patterns in instance data. **Note:** These machine learning capabilities operate independently of ServiceNow Otto and don't require an LLM. They are trained on instance data and can be deployed alongside generative AI capabilities. To improve how work is routed and processed by applying machine learning to your task data, see [Task Intelligence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/task-intelligence/task-intelligence.md).
| title | Machine learning and natural language capabilities |
| description | The ServiceNow AI Platform includes non-generative AI capabilities that use machine learning and natural language processing to automate tasks, classify data, and enable natural interactions. These capabilities include Natural Language Understanding \(NLU\), Natural Language Query \(NLQ\), Predictive Intelligence, and Task Intelligence. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/platai-machine-learning-natural-language-capabilities.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| keywords | machine learningNatural Language UnderstandingNLUNatural Language QueryNLQPredictive IntelligenceDocument IntelligenceTask Intelligence |
| breadcrumb | Enable AI Experiences |