This chapter has given you an overview of AI and ML as it relates to the ServiceNow platform. We’ve covered features and their applications in terms of creating value, as well as some of the common pitfalls in their application. We explored the differences between the types of predictive intelligence models and the key considerations for their training and use. While the features that were covered in this chapter represent part of the core of AI in ServiceNow and are the most broadly applicable, the ServiceNow platform has two more broadly applicable capabilities that allow us to build incredibly engaging user experiences – NLP and AI search. We’ll address them in the next chapter.