---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Research AI agent activity

# Use the Research AI agent activity {#ariaid-title1}

Release version: Australia  
Updated September 22, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Research AI agent activity in the Research stage of the Case Playbook for Complaints to invoke the Complaint Case Research AI agent and review its recommendations without leaving the playbook.

## About this task

The Research AI agent activity embeds the Complaint Case Research AI agent directly into the Case Playbook for Complaints. It's the first activity displayed under the Research stage.

By default, this activity is included in the playbook when the Complaint Case Research AI Agent trigger is inactive in the Accelerate Complaint Case Handling agentic workflow. For more information about the trigger, see [Configure AI Agents for CSM - Complaint Case workflow](https://www.servicenow.com/docs/9tTo6NwwrE7C6nv3v7zxyg "Configure the AI Agents for CSM - Complaint Case workflow by defining key requirements and security controls. The workflow is then tested and made available through various channels."). If you don't want to include this activity, you can edit the complaint playbook to remove it.

## Before you begin

Role required: sn_now_canvas_ai.interactive_view_user

Only the user who invokes the agent can interact with the activity and view the output of the AI agent's execution.

## Procedure

1. Open a complaint case and go to the Playbook tab.
2. In the Research stage, select the Research AI agent activity.
3. Select Start Now Assist to invoke the agent.  
   The agent reviews the case and displays a recommended plan, such as case tasks based on similar complaint cases.
4. Reply with Yes or No to accept or decline the recommendations.  
   Note:  
   If you reply with Yes, the recommended case tasks are the case tasks that the agent creates.
{#acc-complaint-case-handling-research-activity__steps_research_ai_agent_activity}