Predictive Intelligence - Incident Assignment for Quality Service Center (QSC).

Predictive Intelligence (PI) is used for incident assignment within the Quality Service Center (QSC). The solution runs on incidents created from the ServiceNow Service Portal (https://cmsqualitysupport.servicenowservices.com/sp_ess). The solution analyzes the short description provided by the end user in order to find key words with previously submitted incidents and assigns the ticket to the appropriate assignment group. This solution is re-trained with the incident data in our production instance every 3-6 months based on need.