Using Agentic AI for Quality Monitoring on outbound emails within cases

[FaizanKhan]

Hi all,

I’m currently working on a requirement to introduce agentic AI-driven quality monitoring for outbound emails sent from cases in ServiceNow, and I’d appreciate some guidance on the best approach.

We want the system to automatically scan outbound emails  and identify 

• Spelling and grammar mistakes
• Emails that are logically confusing or unclear

What we want to achieve

• Automatically evaluate outbound emails when they are sent from sys_email
• Flag low-quality emails for review
• Create a task/record containing:
  • Email content
  • Identified issues
  • User who sent the email

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What I've tried so far is using AI Agent studio to create a Agentic Workflow on the sys_email table however that is not working. 

Iam not sure how best to approach this entire problem, anyone who has experience in AI agents in servicenow and using AI agent studio do you have any tips and the best way to implement this problem is thank you.

[masonreed11]

Trigger the check asynchronously from a Flow Designer flow or Business Rule when the outbound email is created, rather than running an AI Agent directly on sys_email. Send the email content to an AI skill/LLM prompt, return structured issues and a pass/fail result, and create a review task only when it fails your threshold. This also keeps the AI processing from delaying the actual email delivery.