---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia 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}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

The Accelerate complaint case handling agents can work alongside human complaint agents to intake complaints, triage complaints, 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 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 {#accelerate-complaint-case-handling__section_k4l_wlt_mhc}

The accelerate complaint case handling collection and agentic workflow uses a team of AI agents to triage customer complaints, 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 for the Accelerate complaint case handling collection, see [Install the Now Assist for Complaint Case (CSM) application](https://servicenow-prod.fluidtopics.net/agKxWclGqbx15YkGcBq5AQ "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 the Accelerate Complaint Case Handling agentic workflow](https://servicenow-prod.fluidtopics.net/jn77PG3oJ6uQgkn9xNygaQ "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. |
[Tabela 1. AI agents and their roles listed in the order of execution]

{#accelerate-complaint-case-handling__table_bst_k4t_mhc}