Customer Service Management accelerate complaint case handling AI agent collection

  • Release version: Zurich
  • Updated November 25, 2025
  • 2 minutes to read
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    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 the efficiency of managing customer complaints. These AI agents work alongside human agents to intake, triage, summarize, and research complaint cases. They analyze previous troubleshooting attempts and suggest resolution plans by leveraging similar cases and knowledge articles. This collection includes AI agents, specialized skills, and an AI workflow designed to systematically process complaint cases, optimize handling paths, and coordinate seamless hand-offs among sub-agents.

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    Key Features

    • Complaint Case Intake Agent: Collects detailed complaint information including customer data and supporting documents to initiate the resolution process. This agent operates with the Virtual Agent and is not part of the main AI workflow.
    • Complaint Case Triage Agent: Automatically categorizes and prioritizes cases by analyzing factors such as case details, customer tone, sentiment, and frustration indicators to assign urgency.
    • Complaint Case Research Agent: Assists human agents by retrieving relevant knowledge base articles, similar cases, and external system data to provide accurate answers and create case tasks based on context.
    • Complaint Case Summarization Skill: Generates structured summaries highlighting key complaint context, involved parties, actions taken, and SLA urgency. This helps agents quickly understand the case status without reviewing the entire case history, facilitating intake reviews, escalations, and handoffs.

    Practical Use and Benefits

    ServiceNow customers can leverage this AI agent collection to accelerate the handling of complaint cases by automating intake, triage, and research tasks, which reduces manual effort and improves response accuracy. The AI workflow ensures cases are processed efficiently with dynamic prioritization and smooth coordination between agents. Summarization skills provide quick insights into complex complaints, enabling faster decision-making and comprehensive resolution. Installation and configuration details are available in the Now Assist for Complaint Case (CSM) application documentation and workflow configuration guides.

    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, skills, 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

    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.

    For more information on configuring the Accelerate complaint case handling agentic workflow, see Configure the Accelerate Complaint Case Handling agentic 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 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.