Customer Service Management AI agent collection triage cases agentic workflow

  • Release version: Xanadu
  • Updated February 21, 2025
  • 3 minutes to read
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    Summary of Customer Service Management AI Agent Collection Triage Cases Agentic Workflow

    The Triage Cases Agentic Workflow in Customer Service Management (CSM) is designed to streamline the processing of routine cases from email and offline channels. It enhances agent productivity by enabling faster case resolution through effective validation, creation, verification, and escalation of cases.

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    Key Features

    • End-to-End Case Handling: Automates the entire lifecycle of case management, ensuring accurate information retrieval to address customer inquiries directly.
    • Modification Capability: Users can duplicate and customize the workflow to meet specific organizational needs, including adjusting triggers and display settings.
    • Access Control Lists (ACLs): Preconfigured ACLs support the workflow, allowing for customization to align with business security policies.
    • AI Agents: Various AI agents play distinct roles in the workflow, such as:
      • Triage Cases Planner: Coordinates record verification and intent analysis.
      • Context Validator: Validates incoming records and analyzes sentiment.
      • Duplicate Identification: Prevents redundant records by linking similar entries.
      • Informational Queries: Automatically responds to customer queries using knowledge base content.
      • Transactional Queries: Manages field updates and customer communications.

    Key Outcomes

    By implementing the Triage Cases Agentic Workflow, organizations can expect:

    • Improved efficiency in handling customer cases through automation.
    • Reduced case creation due to effective information handling.
    • Enhanced communication with customers through automated responses and case management.

    Agents can test and activate the workflow through the AI Agent Studio, ensuring it meets their operational needs effectively.

    Use CSM AI agents agentic workflow to process all routine cases coming in through email and other offline channels and increase agent productivity through faster resolution.

    Triage cases overview

    Using the Triage cases agentic workflow, handle end-to-end validation, creation, verification, and escalation of cases or case types. Get the correct information from the case or interaction to answer customer questions directly and reduce the number of cases that must be created.

    Refer to the information provided here on agents, tools, and triggers that are related to the Triage cases agentic workflow in AI agents for Customer Service Management.

    To modify the Triage cases agentic workflow duplicate it, and adjust the settings according to your requirements. You can activate the agentic workflow template by making triggers active and setting the display settings to include the Now Assist panel.

    Important:
    When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

    Triage cases agentic workflow

    Triage and provide faster resolution for all the routine cases coming in through email and other offline channels.

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Triage cases.

    Access control lists (ACLs)

    Access Control Lists (ACLs) are preconfigured to support the Triage use case, including AI agents and their associated flows and actions, such as the Document Verification Agent. By default, ACLs are configured for the sn_esm_agent role. Customers can modify these ACLs to align with their specific business requirements and security policies. For more information, see Access Control List Rules.

    When updating the agent role for the Triage Cases Agentic Workflow, it’s important to also update the corresponding Access Control Lists (ACLs) to ensure proper permissions. To manually update ACLs for custom roles:
    1. Go to the sys_security_acl table.
    2. Use filters to locate ACLs related to your use case, AI agent, and internal flows or actions.
    3. Add your custom role to each relevant ACL record.

    Triage cases AI agents

    The following tables list the agents that are used in the Triage cases agentic workflow.

    Important:
    In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.
    Table 1. AI agents and their roles in the Triage cases agentic workflow
    AI agent AI agent role
    Triage cases planner Coordinates the verification of records, extracts essential information, and analyzes the intent and sentiment to determine the next steps in the process.
    Context validator and analyzer Validates the incoming record and analyzes the sentiment and intents from the input record.
    Duplicate identification Verifies duplicate cases or interactions are spotted early to avoid creating redundant records. If a similar record exists, the system links the new entry to the existing one rather than generating a duplicate.
    Informational queries Automatically responds to informational queries by supplying relevant content from the knowledge base.
    Transactional queries Handles transactional requests, such as field updates and responds to the customer.
    Case creation Assesses a record to determine if it meets all the requirements for creation and then validates the record to identify if it needs user communication for additional information or conversion into a specific case or case type.
    Entity extraction Extracts key pre-defined fields from the email body or documents according to configurable instructions.
    Document verification Validates the required documents attached to the record and extracts relevant information from the documents.
    Email response Consolidates and displays email responses, facilitates draft creation, and supports email sending according to the intent and query.

    Triaging the case

    In the triaging the case agentic workflow, perform the following steps:
    1. Review the information in the Describe and connect screen, make the necessary updates to verify the agentic workflow adapts to your requirements, and then select Save and Continue.
    2. In the Define trigger screen, activate the triggers that adapt to your requirements, or create your own triggers, and then select Save and Continue.
    3. In the Select display screen, perform the following steps:
      1. Select where you want the agentic workflow output to be displayed.
      2. Use the arrow next to it to add roles that can access the agentic workflow.
        Note:
        sn_esm_agent is the default role for the agentic workflow.
      3. Select Save and test.

    The agent executes the testing in AI Agent Studio for the agentic workflow.

    Figure 1. Example of a Triage cases agentic workflow testing in AI Agent Studio
    AI Agent Studio showing the testing output for Triage cases agentic workflow.

    In the Now Assist panel, the agent receives a notification as soon as the interaction is generated, which enables them to follow the on-screen instructions and complete the task. For more information, see Request the generative AI capabilities in Customer Service Management by using the Now Assist panel.