Case Intake Agent

Natural language intake. Parses plain English descriptions and pulls out the case title, type, category, and priority.

Inbox and email intake. Monitors a shared mailbox and turns inbound emails into cases, not just requests typed into an in app console.

Duplicate and context lookup. Checks for similar open cases before creating anything, so the queue does not fill with repeats.

Human in the loop create. Proposes the structured case and waits for explicit approval before it creates the case.

On behalf of filing. Captures who the request is for while keeping a clear record of who filed it.

Automatic hand off to routing. Passes each new case to the Case Routing Agent for team assignment.

Auditable reasoning. Writes a short reasoning summary on the case that explains how the agent read the request.

Natural language intake. Parses plain English descriptions and pulls out the case title, type, category, and priority. Inbox and email intake. Monitors a shared mailbox and turns inbound emails into cases, not just requests typed into an in app console. Duplicate and context lookup. Checks for similar open cases before creating anything, so the queue does not fill with repeats. Human in the loop create. Proposes the structured case and waits for explicit approval before it creates the case. On behalf of filing. Captures who the request is for while keeping a clear record of who filed it. Automatic hand off to routing. Passes each new case to the Case Routing Agent for team assignment. Auditable reasoning. Writes a short reasoning summary on the case that explains how the agent read the request.

This version adds inbound email intake. The agent can now watch a shared mailbox and turn inbound emails into cases, not just read from an in app intake console. It adds an insurance First Notice of Loss use case alongside the service desk examples, where customers report a claim in natural language. It also ships a worked reference implementation in the new Claims Intake and Triage demo app, which shows the full intake, route, and compliance pipeline.