---
title: SOFI - System of Intelligence
slug: v111/sofi-system-of-intelligence
icon: {"faIcon":"fa-solid fa-wand-magic-sparkles"}
docTags: 
createdAt: 2025-06-23T03:05:12.366Z
---

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.