In this ServiceNow Exchange webinar, Rozmin Parpia from the Process Intelligence team walk through Intent & Activity Analysis — a powerful feature in ServiceNow Process Mining that uses AI to summarize unstructured work notes and short descriptions, revealing the true intent behind each ticket and the tasks performed to resolve it. The session covers how to activate and configure Intent & Activity Analysis, and where to trigger it from within the Analyst Workbench and Opportunity Details pages. The team explores practical use cases across ITSM, CSM, HR, and Order Management — from spotting agentic AI and automation candidates, to standardizing ways of working across teams, extracting domain knowledge for KB articles, and investigating rework and anomalies without having to interview staff.