Case Intake Agent

Employees typically report problems using unstructured, natural language—such as "the AC in 3B is out," "my laptop won't boot," or "a contractor needs VPN access".

Manually processing these messy, free-text requests into properly classified and deduplicated cases is slow and inconsistent. The Case Intake Agent automates this process by bringing Appian's intelligent intake and resolution pattern to your case management service desk. Embedded within an intake console, the agent reads free-text descriptions (often filed by coordinators on behalf of others), scans existing records for duplicates, and extracts the case title, type, category, and priority.

To maintain safety and control, a human reviews the proposed case before creation. Upon explicit confirmation, the agent opens the case, logs a clear reasoning summary explaining its interpretation, and hands the case off to the Case Routing Agent for team assignment.

• Natural-Language Intake: Parses plain-English request descriptions to extract case title, type, category, and priority automatically.
• Duplicate & Context Lookup: Checks for similar open cases prior to creation to prevent queue duplication.
• Human-in-the-Loop Create: Proposes structured case details and waits for explicit user approval before creating the case.
• On-Behalf-Of Filing: Captures the beneficiary of the request while maintaining clear audit history for the filer.
• Automatic Hand-Off to Routing: Delegates newly created cases to the Case Routing Agent for automated team assignment.
• Auditable Reasoning: Logs a reasoning summary directly on the case record detailing how the agent interpreted the request.