Automate and enhance the complaint resolution process by gathering missing information, detecting customer sentiment, categorizing complaints, and proposing resolutions. ServiceNow Otto for Complaint Case (CSM) supports human agents by managing complaint intake, triage, research, resolution, and ongoing communication, reducing manual effort and case closure time.
Introduced a new Complaint Case Summarization AI skill that delivers state‑aware, structured summaries for complaint cases. The summary dynamically adapts based on the current complaint case state, helping agents quickly understand context, track progress, and take action without reviewing the full activity stream.
Changed: Migrated Complaint Case Summarization GenAI skill configurations from legacy model aliases to versioned model IDs for the LLM Generic (Now LLM / gemma) and Google Cloud Vertex AI (gemini) providers.
- Store app dependency
- ServiceNow Otto for Customer Service Management (sn_csm_gen_ai)
- Case Playbook for Complaints (sn_complaint)
- Complaint Case AI Agent collection (sn_complaint_ai)