AI Assisted Case Creation Overview

What is the AI Assisted Case Creation module?

The AI Assisted Case Creation module is a pre-built, self-contained application that uses Appian AI Skills and intelligent triage to turn unstructured content into structured case records. The AI Assisted Case Creation module accepts a plain-language description or an uploaded document, determines the case type, extracts the core data fields, and presents a pre-filled submission screen for a case worker to review. The AI Assisted Case Creation module is shipped with the AI version of the Case Management Studio base application for v2.4 that comes with all AI modules pre-incorporated.

By using the AI Assisted Case Creation module with your Case Management Studio Base application, you remove the manual data entry and email-thread reading that slow down case intake. Your case workers start high-value work immediately instead of retyping information that already exists in the content they received.

Flexible intake with prompts or documents

The AI Assisted Case Creation module supports two intake modes, so your case workers can start a case from whatever form the incoming information takes:

• Prompt-based intake: A case worker enters a plain-language description of the incident, and the AI Assisted Case Creation module drafts the case from that text.
• Document-based intake: A case worker uploads a document, such as a PDF, an incident report, or a billing form, and the AI Assisted Case Creation module drafts the case from the document contents.

Both intake modes accept unstructured sources, including support emails, plain-language incident text, claim forms, and PDF attachments. Each mode produces a structured case record in Case Management Studio, which means content that arrives in any of these formats moves into an actionable workflow without a case worker transcribing it first.

Automatic case type classification and field extraction

The AI Assisted Case Creation module analyzes the content it receives and determines the most appropriate case type to associate with the new case. A case worker does not need to know which case type applies before starting the case.

After classifying the case, the AI Assisted Case Creation module extracts data and maps it to the case record at two levels:

• Base case fields: Key fields such as name and description map directly to the corresponding fields on the case record.
• Custom case fields: Extracted content is associated with the custom case fields configured for hierarchy items in the Control Panel, which means fields specific to your case categories and case types are populated alongside the base fields.

Mapping extracted content directly to case record fields reduces the typing errors that manual data entry introduces.

Human review before case submission

The AI Assisted Case Creation module never submits a case on its own. Every extracted field is displayed on a pre-filled review screen, and a case worker must confirm the case before it is created. This keeps a person accountable for the accuracy of each case record while still removing the data entry work.

Ready to get started?

Ready to let your case workers create cases from plain-language descriptions and uploaded documents instead of entering data by hand? Download and install the Case Management Studio base application package that includes AI modules to unlock the power and capabilities of leveraging AI in your case intake process.

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