Issue with Incorrect Duplicate Case Detection for Specific Recipients

[desaiakash0]

Hi Team,

We have implemented an AI agent for Telecom case creation. The current functionality works as follows: when an email is received and a case is created, the AI agent uses a duplicate check tool to identify any existing cases with the same email and updates the work notes with details such as:
“Duplicate found: Case_Number.”

Issue:
We are observing that for certain recipients, when emails are sent, the system is incorrectly identifying unrelated cases as duplicates.

Does anyone have insights into how we can trace and troubleshoot this issue specifically for those recipients where this behavior is occurring?

Thanks in advance for your help.

Best regards,
Akash Desai

[Laveena-Agarwal]

Hi @desaiakash0 

Are these recipients unique? do you have similar names/emails of those recipients?

Also, please verify the correctness of the input being passed to the AI Agent.

[desaiakash0]

We are passing input email sys_id to the AI agent.
For few recipients it's happening and we are using substring(0,5000) because sometimes email is huge so it might be failing during the predictions. 
I thought it might be checking this first 5000 characters and somehow it's finding the few details which are available previously. 

[desaiakash0]

Hi Team,

We found that issue our AI agent is not invoking the expected modal that is the reason we are getting this issue.

Thanks
Akash

[Laveena-Agarwal]

Hi @desaiakash0 

Did you receive  the resolution from ServiceNow through Hi Case or you are modifying the logic from your end?