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 the active rule set, evaluates the rules in order, assigns the right team, and raises priority when the matched rule demands it. This brings Appian's case analysis and triage pattern to your case management service desk.

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 redeployment. When no rule matches, the agent does not guess. It recommends the closest option and defers to a human.

Insurance example. In the Claims Intake and Triage demo app the agent routes each claim by line of business, peril, severity, and amount into the right queue, such as Auto Total Loss or the Catastrophe Unit, escalates severity on high-value losses, and flags catastrophe claims, leaving anything with no clear match for an adjuster.

• Rule-driven routing: Matches each case on type, category, priority, and keywords using first-match-wins evaluation.
• Priority escalation: Raises a case's priority when the matched rule's target priority outranks the current one.
• Business rules as data: Lets administrators manage, order, and toggle rules in a UI with no code change or redeployment.
• 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.

This version adds a worked reference implementation in the new Claims Intake and Triage demo app, where the agent routes insurance claims by line of business, peril, severity, and amount into the right queue and escalates or flags catastrophe claims. The rest of the changes are copy clarifications only, with no change to agent behavior.