--- title: Customer Service Management AI agents description: The following AI agents are available for Customer Service Management. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/csm-ai-agents-overview.html release: australia topic_type: concept last_updated: "2026-08-04" reading_time_minutes: 6 breadcrumb: [Customer Service Management, AI agents library, AI assets, Enable AI experiences] --- # Customer Service Management AI agents The following AI agents are available for Customer Service Management. - **[Case action AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-case-action-ai-agent.md)** This agent can preform actions for the customer, including case actions \(Create a case task, Update work notes, etc.\) and more. - **[Case creation AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-case-creation-ai-agent.md)** The Case creation AI agent is designed to automate and manage the end-to-end process of case creation. This agent should be invoked when a case needs to be created. - **[Case status AI voice agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-case-status-ai-voice-agent.md)** This AI agent helps users quickly retrieve and understand the status of their cases through a conversational voice interface. - **[Complaint case research plan AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-cc-complaint-case-research-plan-agent-ai-agent.md)** Analyzes "Under Review" complaint cases to identify previously attempted troubleshooting steps and recommends new solutions from similar closed cases and knowledge articles. Prioritizes relevant suggestions, presents them with source attribution, updates work notes, and creates case task plans based on successful resolution patterns. Filters redundant recommendations and ensures proper workflow integration within case management systems. - **[Complaint case triage AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-cc-complaint-case-triage-agent-ai-agent.md)** 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. - **[Context validator AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-context-validator-ai-agent.md)** The context validator AI agent is designed to validate the record, analyze the sentiment, and get the list of intents from the input record. This agent should be invoked when the record content needs to be validated. - **[Create case AI voice agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-create-case-ai-voice-agent.md)** This voice agent enables users to log cases using voice input. It guides the user through a structured conversation to capture and validate all mandatory case details, creates the case record, and provides confirmation upon successful submission. - **[Customer insight AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-customer-insight-ai-agent.md)** This agent is responsible for answering any questions related to the record. The information it can retrieve includes customer information \(name, contact info, details, location, history, cases, and orders\) and case information \(next steps, actions, agent, notes, documents, tasks, and resolutions\). - **[Document verification AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-document-verification-ai-agent.md)** The document verification AI agent verifies the documents on a record to determine if they match the documents listed for the case type. Additionally, they determine if any documents are missing or if document verification has failed. This agent should be invoked when documents need to be verified. - **[Duplicate identification AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-duplicate-identification-ai-agent.md)** The duplicate identification AI agent identifies duplicate records. - **[Email response AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-email-response-ai-agent.md)** The email response AI agent generates and sends an email response. - **[Entity extraction AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-entity-extraction-ai-agent.md)** The entity extraction AI agent extracts entities from emails and information from documents. It matches the entities with a list of approved fields. - **[Image to task plan template AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-image-to-task-plan-template-ai-agent.md)** This AI agent asks the user to upload an image, extracts the task dependencies from it, and returns the result as JSON. - **[Informational queries AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-informational-queries-ai-agent.md)** The informational queries AI agent summarizes all informational answers for a record. - **[Issue identifier complaint case intake AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-cc-issue-identifier-complaint-case-intake-ai-agent.md)** This AI agent is used for product and location-based grievances. It helps with intakes, documentation, and processing. - **[RMA Assistant AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-rma-rma-assistant-ai-agent.md)** This AI agent helps customers and human agents with RMA case creation and processing for product returns, repairs, and replacements. - **[Transactional queries AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-transactional-queries-ai-agent.md)** The transactional queries AI agent will update a record with any collected transactional values. - **[Triage cases planner AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-triage-cases-planner-ai-agent.md)** This AI agent triages cases. It takes appropriate actions based on the record's sentiment and intents. It is intended for agents and end-users who need assistance in resolving queries efficiently, as well as assessing a record for possible case creation. - **[Triage cases wrap up AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-triage-cases-wrap-up-ai-agent.md)** The triage cases wrap up AI agent finalizes the case triage process by synthesizing the execution and posting the summary to the record’s work notes. - **[Troubleshooting steps identification AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-troubleshooting-steps-identification-ai-agent.md)** An AI agent responsible for gathering required context, identifying troubleshooting steps by comparing with KBs, similar cases and standard operating manuals, and proposing additional troubleshooting steps. **Parent Topic:**[ServiceNow AI agents library](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/ai-agent-landing-page.md)