Introduction to Unstructured Case Management

Unstructured data management proves an increasingly valuable asset for organizations today as the amount of data organizations own increases every year. The purpose of this project is to detail the process which ServiceNow and CommonSpirit Health use in developing their new IntelliRoute model which aims to classify and auto-resolve a significant portion of CommonSpirit Health’s more than 3,000,000 HR service-related cases. This paper examines typical strategies used to manage unstructured data and ServiceNow’s approach. Their approach focuses on data labelling by attaching a criticality sentiment to unstructured data and relating helpful knowledge base articles. The labelled data is then used to train an Artificial Intelligence model which automatically labels cases and refers appropriate knowledge articles.