Case Routing Agent

Service queues fill with cases that look alike but carry very different urgency and ownership. Deciding which team should handle each one, and when to escalate, is repetitive judgment that slows response and creates inconsistency.

The Case Routing Agent applies your organization's configured business rules to every case: it loads the case and active rule set, evaluates rules in order, and assigns the right team—escalating priority when the matched rule demands it. This brings Appian's case analysis and triage pattern to your case management service desk. Crucially, the routing policy is managed as data rather than code: administrators author, order, and toggle rules through a dedicated interface, and the agent picks them up on the next case with no redeployments required. When no rule matches, the agent does not guess—it recommends the closest option and defers to a human.

• Rule-Driven Routing: Matches each case on case type, category, priority, and keywords using first-match-wins rule evaluation.
• Priority Escalation: Escalates case priority when a matched rule's target priority exceeds the case's existing priority.
• Business Rules as Data: Allows administrators to manage, order, and toggle rules in a UI without code changes or redeployments.
• Safe on No-Match: Recommends the closest routing option and defers to a human rather than assigning arbitrarily.
• Auditable: Records which rule matched and the reasoning on every case.