Verify the Machine Learning Service Classification Prediction

SMEs can review the Machine Learning dashboard to verify and update the machine learning model's Service Classification predictions. This verification process increases the model's future accuracy.

To verify the Service Classification prediction:

  1. Access the Machine Learning dashboard.
  2. Review the accuracy of the Service Classification for each Incident.
    • If the Service Classification is correct, right-click the Incident and select Actions > Verify Incident Confidence.
    • If the Service Classification is incorrect, select the Incident to open the Incident record. Choose an new Service Classification.

    You can also review Service Classification predictions by accessing each Incident record.

When a SME manually sets the Service Classification, the confidence for that particular Incident is set to 100%. The machine learning model continues to train itself based on these corrections, along with any other Incidents with a confidence rating of 95% or higher.