AI Agents for CSM - Complaint Case

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    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 is designed to enhance complaint management by working alongside human agents. It streamlines complaint intake, triage, summarization, and research by analyzing cases and proposing resolution plans based on prior cases and knowledge articles. This solution uses an integrated AI workflow and multiple specialized AI agents to efficiently process complaints according to their state, complexity, and history.

    Show full answer Show less

    Key Features

    • Complaint Case Intake Agent: Collects detailed customer complaint information, including customer details and supporting documents, to initiate the resolution process. It operates with the Virtual Agent but is separate from the AI agentic workflow.
    • Complaint Case Triage Agent: Categorizes and prioritizes cases by analyzing case details and customer sentiment, including tone and frustration indicators, to assign urgency accurately.
    • Complaint Case Research Agent: Supports human agents by retrieving relevant knowledge base articles, similar cases, and external system data to answer queries and create case tasks, improving resolution accuracy.
    • Complaint Case Summarization Skill: Generates structured summaries highlighting key complaint context such as product, location, involved parties, actions taken, and SLA urgency. This enables agents to quickly grasp case details without extensive review, aiding intake, escalations, and handoffs.

    Practical Use for ServiceNow Customers

    By implementing AI Agents for CSM - Complaint Case, ServiceNow customers can expect faster and more accurate complaint handling with reduced manual workload. The AI workflow intelligently delegates tasks among agents, enhancing prioritization and resolution quality. Customers benefit from improved customer satisfaction through timely responses, better-informed agents, and efficient case management.

    Installation involves deploying the ServiceNow Otto for CSM Complaint Case application and configuring the AI agentic workflow to tailor AI behavior to 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

    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.

    For more information on configuring the AI Agents for CSM - Complaint Case agentic workflow, see Configure AI Agents for CSM - Complaint Case workflow.

    Table 1. AI agents and skills and their roles listed in the order of execution
    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.