--- 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 --- # Accelerate complaint case handling collection # AI Agents for CSM - Complaint Case {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of AI Agents for CSM - Complaint Case The AI Agents for CSM - Complaint Case application enhances customer service management by working alongside human complaint agents to efficiently handle complaint cases. These AI agents intake complaints, triage and prioritize them, summarize case details, and assist in research queries. They analyze previous troubleshooting steps and suggest resolution plans based on similar cases or knowledge articles. This solution streamlines complaint processing by dynamically managing case handling according to the case's state, complexity, and history. Show full answer Show less ## Key Features * **Complaint Case Intake Agent:** Collects essential customer information, complaint details, and supporting documentation to initiate the resolution process. This agent integrates with Virtual Agent for automated complaint intake. * **Complaint Case Triage Agent:** Categorizes and prioritizes cases by analyzing customer tone, sentiment, and language to detect frustration, enabling effective prioritization based on urgency and case characteristics. * **Complaint Case Research Agent:** Assists human agents by retrieving relevant knowledge base articles, similar cases, and external system information to provide accurate answers and create case tasks, embedded in the Case Playbook as the Research AI activity. * **Complaint Case Summarization Skill:** Generates structured summaries highlighting key complaint context such as involved products, locations, parties, actions taken, and SLA urgency, facilitating quick understanding during intake reviews, escalations, and cross-team handoffs. ## Practical Use and Benefits By deploying these AI agents, ServiceNow customers can expect faster and more consistent complaint handling, reduced manual workload, and improved accuracy in case triage and resolution. The AI workflow intelligently coordinates the agents to ensure smooth handoffs and efficient processing. This leads to enhanced customer satisfaction through timely responses and well-informed resolutions while enabling human agents to focus on complex tasks. Installation and configuration are facilitated through the ServiceNow Otto for CSM Complaint Case application, with detailed guides available for setup and workflow customization to fit organizational needs. The AI Agents for CSM - Complaint Case can work alongside human complaint agents to intake complaints, triage complaints, summarize cases, and answer research queries. The agents review previously attempted troubleshooting steps and propose resolution plans based on similar complaint cases or knowledge articles. The AI Agents for CSM - Complaint Case application includes AI agents and an AI workflow. Together, they analyze complaint cases, choose the best way to process each one, and hand off work between sub-agents. These agents handle complaint intake, triage, and prioritization, and resolve cases based on their state, complexity, and history. ## AI agents used in the AI Agents for CSM - Complaint Case application and the AI Agents for CSM - Complaint Case workflow {#accelerate-complaint-case-handling__section_k4l_wlt_mhc} The AI Agents for CSM - Complaint Case workflow uses a team of AI agents and skills to triage customer complaints, summarize cases, and help research customer cases. The complaint case intake agent is not part of the agentic workflow, since it is used with Virtual Agent. To install the AI agents and skills for the AI Agents for CSM - Complaint Case application, see [Install the ServiceNow Otto for CSM Complaint Case application](https://www.servicenow.com/docs/rFxcELtG4RHYWWulJjw8Fw "You can install the ServiceNow Otto for CSM Complaint Case application (sn_cmpl_gen_ai) if you have the admin role.The application installs related ServiceNow Store applications and plugins if they are not already installed."). For more information on configuring the AI Agents for CSM - Complaint Case agentic workflow, 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."). The complaint case research agent is also embedded directly in the [Case Playbook for Complaints](https://www.servicenow.com/docs/xeu2SR4WUVzmwF4i~FsRGA "Use the Case Playbook for Complaints to guide agents through the steps that are needed to resolve customer complaints.") as the Research AI agent activity, which is the first activity in the Research stage. For more information, see [Use the Research AI agent activity](https://www.servicenow.com/docs/215M0JHbMQUpMTO7Uk0Xyg "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."). {#accelerate-complaint-case-handling__table_bst_k4t_mhc__entry__2} | Agent | Description | |-|-| | Complaint case intake agent | Manages customer complaints by collecting relevant information, such as customer details, the nature of the complaint, and any supporting documentation, before starting the resolution process.  | | Complaint case triage agent | Determines the case's category, subcategory, and priority. The agent also analyzes tone, sentiment, word choice, and speech patterns to detect frustration of the customers. It uses this information to determine the priority of the case. | | Complaint case research agent | Helps the human agent by providing the best answer to research queries. It retrieves relevant knowledge base articles and similar cases, and if needed, gets relevant information from other systems to give accurate answers and create case tasks based on the context. | | Complaint case summarization skill | Produces structured summaries of complaint cases surfacing complaint-specific context, including the product or location at the center of the complaint, related parties involved, key actions taken, and SLA urgency ranked by time remaining. With this skill, agents get the full complaint picture without reading the entire activity stream. It is especially valuable during complaint intake reviews, escalations, cross-team handoffs, or when going back to an active complaint after a period of inactivity. | [Table 1. AI agents and skills and their roles listed in the order of execution] {#accelerate-complaint-case-handling__table_bst_k4t_mhc}