--- sourceDocument: Zurich Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich 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: Zurich * * Updated November 25, 2025 * * ![](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 the efficiency of managing customer complaints. These AI agents collaborate with human agents to intake, triage, summarize, and research complaint cases, streamlining the resolution process. The collection includes AI agents, specialized skills, and an AI workflow that analyzes cases to determine the best processing path and coordinates hand-offs between sub-agents to ensure comprehensive resolution. Show full answer Show less ## Key Features * **Complaint Case Intake Agent:** Gathers essential complaint information such as customer details and supporting documentation to initiate case resolution. This agent operates with Virtual Agent and is separate from the main AI workflow. * **Complaint Case Triage Agent:** Determines case category, subcategory, and priority by analyzing customer sentiment and frustration through tone, word choice, and speech patterns, which helps prioritize urgent cases effectively. * **Complaint Case Research Agent:** Assists human agents by retrieving relevant knowledge base articles, similar cases, and information from other systems to provide accurate answers and create related case tasks. * **Complaint Case Summarization Skill:** Generates structured summaries highlighting key complaint details such as product, location, involved parties, actions taken, and SLA urgency, enabling agents to quickly grasp case context during intake reviews, escalations, and handoffs. * **AI Workflow:** Systematically analyzes complaint cases, identifies optimal processing routes, and manages seamless coordination between specialized AI sub-agents based on case state, complexity, and historical patterns. ## Practical Use and Configuration ServiceNow customers can install the Accelerate complaint case handling AI agents and skills via the Now Assist for Complaint Case (CSM) application. Configuration of the specialized agentic workflow allows customers to tailor complaint processing to their operational needs, improving case prioritization and resolution accuracy. ## Benefits for ServiceNow Customers * Accelerates complaint intake and resolution by automating repetitive and analytical tasks. * Improves prioritization accuracy through sentiment and context analysis, ensuring urgent cases receive timely attention. * Enhances agent productivity with quick access to summarized case information and relevant research resources. * Supports seamless collaboration between AI and human agents, maintaining high-quality customer service. 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. The workflow 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/20RBYtxEKF5AnOiTSeBvaw "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 Accelerate Complaint Case Handling workflow](https://www.servicenow.com/docs/~4zJ3CU1xiKXBQke7_Cikw "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."). {#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}