sofi is servicely's system of intelligence, offering intelligent assistance and task execution across the servicely platform sofi brings the following capability to your servicely instance service agent assistant assists service agents with intelligent predictions, search, and response capabilities to resolve tickets faster and more accurately intelligent prediction uses machine learning to predict outcomes, classify tickets, and suggest next actions this includes creating and training prediction classifiers and enabling predictions directly on servicely forms intelligent search enhances the search experience within servicely by providing smarter, context aware search results it can be trained to improve accuracy over time intelligent response suggests relevant responses to agents, helping them reply to user queries more efficiently expert assist connects agents to subject matter experts or provides expert level recommendations based on the context of the issue dashboard and metrics offers dashboards and analytics to track the performance and impact of sofi’s ai features sofi virtual agent a conversational ai bot that interacts with users, answers questions, and automates routine tasks using natural language understanding (nlu) and dialog management dialog manager manages conversation flows, nlu models, and advanced dialog configurations for the virtual agent advanced configuration allows for custom server action scripts and deeper integration with servicenow processes security and architecture designed with secure api integration and configurable architecture to fit enterprise needs