Hi @Sathwik1
The AI Agent references historical records, knowledge bases etc data to automatically generate step-by-step resolution plans or draft responses for the user
CSM AI Agent Collection: Triage cases agentic workflow
Refer:
Agentic AI Capabilities for HR
Finding the Right Jobs for AI Agents: A Strategic Approach to Use Case Identification
Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
