Case Record Chat Module Overview

What is the Case Record Chat module?

The Case Record Chat module is a pre-built, self-contained application that adds an AI-powered chat to the Case Summary view, enabling case workers to obtain additional case information by asking the chat questions about the case within the context of the case record. The Case Record Chat module is shipped with the AI version of the Case Management Studio base application for v2.2 that comes with all AI modules pre-incorporated.

Integrating Appian AI Copilot

Accessing and using effective and intelligent knowledge management tools can have a significant impact on your case management workflow. The Case Record Chat module addresses this issue by bringing the functionality and benefits of records chatbot component and Appian AI Copilot to Case Management Studio. Once incorporated with Case Management Studio, the module incorporates a chatbot that leverages AI Copilot into the Case Record Summary view. This chatbot helps case workers quickly retrieve the case information they need to complete their tasks more efficiently. This reduces their reliance on manual research methods and the time it takes.

Quick data capture and retrieval

The chat can assist with capturing, organizing, and retrieving case data to help case workers quickly access the information they need to process, update, and resolve a case. It functions as a knowledge assistant, allowing case workers to ask questions about a specific case within the context of Case Management Studio. The right prompt can offer quick access to case knowledge and intelligent suggestions to help speed up decision-making on active cases.

For example, suppose you were reassigned a high-priority case that needs to be resolved by the end of the week. It's currently Tuesday, so you need to quickly get up to speed on the case history and all the work done. Here are some prompts that you can ask the chat to get started:

• You can save time on research by prompting the chat to provide a case summary.

  

• You can use the chat to quickly determine whether the case has related cases or is a standalone case.

  

• Were you assigned a case with a lot of missing information, and you don't know where to start? Ask the chat to fill you in on all the missing details.

  

• Now that you have a good idea of what's missing. You can ask the chat where you should start.

  

The Case Record Chat module takes the stress out of your case research. Simply ask the chat for assistance.

Ready to get started?

Ready to enable your case workers with a chat that can help them quickly find the information they need to process, update, and resolve a case? Download and install the CMS base application package that includes AI modules to unlock the power and capabilities of our AI-powered chat.

If you are on Case Management Studio v2.1 or prior, use previous versions of the Install and Setup guides for the Case Record Chat module.

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