Complaint case research plan AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • Analyzes "Under Review" complaint cases to identify previously attempted troubleshooting steps and recommends new solutions from similar closed cases and knowledge articles. Prioritizes relevant suggestions, presents them with source attribution, updates work notes, and creates case task plans based on successful resolution patterns. Filters redundant recommendations and ensures proper workflow integration within case management systems.

    Workflow

    The agent helps users complete tasks related to complaint case research plan agent.
    1. Retrieve case details.
    2. Display previously attempted troubleshooting steps, if applicable.
    3. Search for similar cases and knowledge articles.
    4. Analyze troubleshooting steps and similar cases.
    5. Generate a list of unique troubleshooting steps and present it to the customer, including links to sources.
    6. Ask customer if they want to add these case tasks to the case.
    7. Confirm with user and end the process.
    Table 1. Configuration
    Field Description
    Allow third party to access this AI agent

    When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
    Allow AI specialists to access this AI agent

    When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
    Manage long-term memory

    When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
    Tools
    Script
    Create case tasks
    Get case details using number and fields
    Get case task details
    Update worknotes
    Search retrieval
    Get Similar complaint cases and Relevant knowledge articles
    Agent roles (ACLs) sn_customerservice_agent, sn_customerservice.consumer_agent
    Data access roles sn_customerservice_agent, sn_customerservice.consumer_agent
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Accelerate Complaint Case Handling

    Learn more about Customer Service Management at Customer Service Management.