# Stop triaging cases manually.Let AI agents handle the lifecycle. > Automate the full service case lifecycle with deterministic AI. STP evaluation, exception routing, SLA monitoring, AI chat, and approval briefs — built on Kognitos in hours, not quarters. Source: https://www.kognitos.com/solutions/service-case-management/ # 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. from 72% manual 90%+ Straight-through processing from 4–6 hours <3s Per case evaluation from 0% coverage 100% Audit trail coverage not quarters Hours To deploy [See a 10-Minute Demo](/book-a-demo/) [or try a live app free →](https://app.us-1.kognitos.com/) Live App ## 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. English as CodeEvaluate the wire transfer for straight-through processing. 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 5Automations per case <3sPer evaluation 0Developers required **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 Yours](/book-a-demo/) Agent-Driven Operations ## Business 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. ## Ready to automate case management?See Kognitos in action. [Book Your Demo](/book-a-demo/) [Start Building Free](https://app.us-1.kognitos.com/) Compare approaches ## Manual work vs legacy automationvs Kognitos. See how deterministic agentic AI compares to manual processes and brittle RPA for the metrics your team tracks. *Service case management: manual vs legacy RPA vs Kognitos* | | 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)** | FAQ ## Frequently AskedQuestions We have cases that span 6 teams and 3 systems — can Kognitos manage the full case lifecycle across all of them without someone manually handing off between each stage? 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. Our SLA breach rate is hurting our CSAT scores. Can Kognitos monitor every open case in real time and escalate proactively before a breach, not after it’s already happened? Yes. Kognitos tracks resolution milestones continuously, sending notifications and escalating urgent customer issues to supervisors before SLA breaches occur to help maintain satisfaction metrics. Some of our cases require pulling data from our ERP, CRM, and a bespoke legacy system to even diagnose the issue — can Kognitos aggregate all that context automatically when a case is opened? 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. We need different escalation paths for different case types (billing vs. technical vs. compliance) — how do we configure those rules, and can business users manage them without IT involvement? Managers can configure escalation paths using English-as-Code, meaning customer service leaders can update routing preferences in plain English without requiring IT assistance. When a case is resolved, we need a summary and resolution note filed in 3 different systems. Can Kognitos automate that post-resolution documentation without the agent doing it manually? 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. What does the handoff look like when Kognitos can’t resolve a case automatically — does the agent get a full context summary, or do they have to start from scratch? 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. What is agentic case lifecycle handling? 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. How does STP evaluation work? 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. What happens when data is missing? 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. Can business users modify the rules without developers? 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. ## FAQ ### We have cases that span 6 teams and 3 systems — can Kognitos manage the full case lifecycle across all of them without someone manually handing off between each stage? 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. ### Our SLA breach rate is hurting our CSAT scores. Can Kognitos monitor every open case in real time and escalate proactively before a breach, not after it's already happened? Yes. Kognitos tracks resolution milestones continuously, sending notifications and escalating urgent customer issues to supervisors before SLA breaches occur to help maintain satisfaction metrics. ### Some of our cases require pulling data from our ERP, CRM, and a bespoke legacy system to even diagnose the issue — can Kognitos aggregate all that context automatically when a case is opened? 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. ### We need different escalation paths for different case types (billing vs. technical vs. compliance) — how do we configure those rules, and can business users manage them without IT involvement? Managers can configure escalation paths using English-as-Code, meaning customer service leaders can update routing preferences in plain English without requiring IT assistance. ### When a case is resolved, we need a summary and resolution note filed in 3 different systems. Can Kognitos automate that post-resolution documentation without the agent doing it manually? 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. ### What does the handoff look like when Kognitos can't resolve a case automatically — does the agent get a full context summary, or do they have to start from scratch? 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. ### What is agentic case lifecycle handling? 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. ### How does STP evaluation work? 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. ### What happens when data is missing? The AI agent detects missing fields (SWIFT codes, account numbers, etc.), flags the exception, drafts a customer outreach email, and pauses the case until a human provides the missing information. Once resolved, the case continues automatically. ### Can business users modify the rules without developers? Yes. English-as-Code means the rules are written in plain English and are the actual executable code. A business analyst can change a wire threshold from $100K to $50K and publish immediately — no developer, no deployment pipeline.