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
