Stop triaging cases manually.
Let AI agents handle the lifecycle.
Automate STP evaluation, SLA monitoring, missing-info checks, and approval briefs across ServiceNow and CRM with deterministic agentic AI. Case teams govern workflows in plain English—live in hours, with full audit trails for every case.
Updated June 2026
Case management.
Built in hours.
Proven architecture. No hallucinations. Business logic audited and protected from code churn. Click any case to run STP evaluation, check for missing info, or generate an approval brief.
AiQ Case Management
Handles the full service case lifecycle — from intake and STP evaluation through exception resolution and approval. Each automation is a real Kognitos run you can inspect.
If amount exceeds $100,000, set result to Hold.
If risk indicators are present, set result to Escalate.
Otherwise, approve and log the decision.
- ✓ STP evaluation with approve / escalate / hold decisions
- ✓ Missing info detection with auto-generated outreach
- ✓ SLA monitoring with escalation levels
- ✓ AI-generated case summaries and approval briefs
- ✓ Natural-language chat for case queries
This app was built in hours on the Kognitos platform. Five automations — STP evaluation, missing info check, SLA check, summary generation, and approval brief — all written in plain English. A business analyst can change the $100K wire threshold and publish immediately. No developer needed.
Build YoursBusiness rules in English.
Run deterministically by AI.
STP Evaluation
Approve, escalate, or hold — with confidence scores and reasoning.
Missing Info Detection
Flags missing fields and drafts customer outreach automatically.
SLA Monitoring
Tracks deadlines and escalates before SLAs are breached.
Case Summary
Risk level, key findings, and recommended next steps — instantly.
Approval Brief
Approval recommendation with risk score and expandable evidence packet.
AI Chat
“How many cases are in processing?” — just ask.
Manual work vs legacy automation
vs Kognitos.
See how deterministic agentic AI compares to manual processes and brittle RPA for the metrics your team tracks.
| Manual | Legacy RPA / ITSM rules | Kognitos | |
|---|---|---|---|
| STP rate | Low; manual triage | Rules-only | English STP + exceptions |
| SLA breaches | Reactive | Basic timers | Proactive escalate |
| Cross-team handoffs | Email bridges | Siloed queues | Orchestrated lifecycle |
| Approval briefs | Analyst-written | Templates only | AI summary + human gate |
| Time to live | N/A | 3–6 months | Days (prebuilt app) |
Frequently Asked
Questions
Yes. Kognitos acts as an orchestrator across teams and platforms, updating incident files, transferring ticket contexts, and routing tasks across departments automatically without manual handoffs.
Yes. Kognitos tracks resolution milestones continuously, sending notifications and escalating urgent customer issues to supervisors before SLA breaches occur to help maintain satisfaction metrics.
Yes. Kognitos accelerates case diagnostics by querying historical records across your ERP, customer databases, and legacy systems on ticket creation to provide agents with a complete summary instantly.
Managers can configure escalation paths using English-as-Code, meaning customer service leaders can update routing preferences in plain English without requiring IT assistance.
Yes. Kognitos simplifies resolution steps by taking the agent’s closing notes, formatting them for different tracking tools, and updating your CRM, ERP, and service desks automatically.
When an issue is escalated, Kognitos provides the agent with a clear, plain-English summary of all completed checks, system variables, and previous steps, ensuring a smooth transition.
Agentic case lifecycle handling uses autonomous AI agents to manage service cases end-to-end — from intake and STP evaluation through exception resolution and approval. Each agent evaluates data, makes decisions, and escalates to humans only when needed, all governed by deterministic English-as-Code rules. The result: 90%+ straight-through processing with a full audit trail on every decision.
Straight-through processing evaluation automatically assesses each case against your business rules — amount thresholds, compliance checks, data completeness. The AI agent returns an approve, escalate, or hold decision with confidence scores and reasoning, linking to the actual Kognitos automation run. Same automation, different data, different outcome — deterministic and inspectable every time.
The AI agent detects missing fields — SWIFT codes, account numbers, beneficiary data — flags the exception with specifics, drafts a customer outreach email, and pauses the case. Once a human provides the missing information and resolves the exception, the case continues automatically. No dropped balls, no manual follow-up tracking.
Yes. English-as-Code means the rules are written in plain English and are the actual executable code. A business analyst can open the Kognitos workspace, read the Wire STP Evaluation automation, change the $100K threshold to $50K, and publish immediately — no developer, no deployment pipeline, no waiting.