--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Accelerate complaint case handling collection # Customer Service Management accelerate complaint case handling AI agent collection {#ariaid-title1} Release version: Brazil Updated September 10, 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 Customer Service Management accelerate complaint case handling AI agent collection The Accelerate complaint case handling AI agent collection in ServiceNow Customer Service Management (CSM) enhances and expedites the management of customer complaints. These AI agents collaborate with human complaint agents to intake, triage, summarize, and research complaint cases efficiently. The collection leverages a specialized AI workflow that analyzes cases systematically, optimizes processing, and coordinates hand-offs between sub-agents to ensure thorough resolution based on case details and historical patterns. Show full answer Show less ## Key Features * **Complaint Case Intake Agent:** Gathers essential complaint information such as customer details and supporting documents to initiate the resolution process. This agent works with Virtual Agent but is separate from the main agentic workflow. * **Complaint Case Triage Agent:** Automatically categorizes complaints, assigns priorities, and assesses customer sentiment by analyzing tone and language to detect frustration, thereby prioritizing cases accordingly. * **Complaint Case Research Agent:** Supports human agents by retrieving relevant knowledge base articles, similar cases, and external system information to answer research queries accurately and create context-aware case tasks. This agent is also embedded in the Case Playbook for Complaints as the Research AI agent activity. * **Complaint Case Summarization Skill:** Generates structured summaries that highlight key complaint context, involved parties, actions taken, and SLA urgency. This skill helps agents quickly grasp the complaint's status during intake, escalations, or handoffs without reviewing the entire case history. ## Practical Benefits for ServiceNow Customers By implementing the Accelerate complaint case handling AI agents and workflow, ServiceNow customers can expect faster and more consistent complaint processing. The AI-driven triage and research reduce manual effort and improve case prioritization based on customer sentiment and case complexity. Summarization skills facilitate better communication and smoother collaboration among teams handling complaints. Overall, this collection enables better case resolution efficiency and enhanced customer satisfaction. ## Next Steps * Install the **Now Assist for Complaint Case (CSM)** application to deploy the AI agents and skills. * Configure the **Accelerate Complaint Case Handling agentic workflow** to manage AI agent coordination effectively. * Utilize the Research AI agent activity within the Case Playbook for Complaints to maximize research efficiency. The Accelerate complaint case handling agents 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 Accelerate complaint case handling collection includes AI agents and a specialized AI workflow that systematically analyzes complaint cases, determines optimal processing paths, and coordinates seamless hand-offs between specialized sub-agents. This agent excels at complaint intake, contextual triage, prioritization logic, and ensuring comprehensive case resolution based on case state, complexity factors, and historical resolution patterns. ## AI agents used in the Accelerate complaint case handling collection and the Accelerate complaint case handling agentic workflow {#accelerate-complaint-case-handling__section_k4l_wlt_mhc} The accelerate complaint case handling collection and agentic 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 Accelerate complaint case handling collection, see [Install the Now Assist for Complaint Case (CSM) application](https://www.servicenow.com/docs/23vVgE8lqzAgNmnEfOx6Pg "You can install the Now Assist for Complaint Case (CSM) 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 Accelerate complaint case handling agentic workflow, see [Configure the Accelerate Complaint Case Handling agentic workflow](https://www.servicenow.com/docs/i6g5I_7HxVViskajVSOd1w "Configure the Accelerate Complaint Case Handling agentic 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/djkRTudqBDBkzIGW8v2xPw "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/j36jnIEqJJKMB~C0E8kEXw "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 initiating the resolution process.  | | Complaint case triage agent | Derives category, subcategory, and priority of the case. 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. The skill allows agents to understand the full complaint picture without reading through the entire activity stream. It is especially valuable during complaint intake reviews, escalations, cross-team handoffs, or when returning 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}