Complaint case triage AI agent

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

    • This agent is designed to analyze complaint cases after their creation, automatically deriving key classification and prioritization fields. It serves case handlers and support teams by providing reliable, data-driven insights to enhance case management efficiency.

    Workflow

    The agent helps users complete tasks related to complaint case triage agent.
    1. Filter the categories to only show those that correspond to the case's complaint_type value.
    2. The subcategory value must correspond to the selected category value.
    3. Examine the output fields returned by the "Get case details using number and fields" tool and use this data to identify the category and subcategory.
    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
    Category and subcategory choices
    Get case details using number and fields
    Update fields
    Update worknotes
    Agent roles (ACLs) sn_customerservice.consumer_agent, sn_customerservice_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

    Not defined.
    Used in agentic workflows

    Accelerate Complaint Case Handling

    Learn more about Customer Service Management at Customer Service Management.