If you’ve ever opened a support case and thought, “where do I start?”, you’re not alone.
Between long descriptions, activity histories, emails, attachments, and multiple tabs, support cases can quickly become information overload. When you’re trying to help a customer—or jump into a case someone else has been working—you don’t always have time to read everything line by line. This is a great time to make use of AI Case Summary in Creatio.
Creatio’s AI Case Summary gives support teams and managers the ability to quickly understand what’s happening in a case while still having access to the underlying details. Instead of digging through every tab, AI highlights the most important information up front which gives you immediate context so you can act faster and with confidence.
We see this as a plus for:
- Support agents picking up an existing case mid-stream
- Team leads reviewing escalations
- Managers needing a quick status update
- Anyone juggling multiple cases at once
How to Access AI for a Case in Creatio
Creatio’s AI is context-aware, meaning it works based on the record you’re currently viewing.
To use AI Case Summary:
- Navigate to Cases
- Open a specific case record
- Click the AI icon in the upper-right corner of the screen (see screenshot below)
When you click the AI icon, a panel opens on the right side of the screen with several available AI-driven actions.
Out-of-the-Box AI Actions for Cases
Creatio includes several AI actions out of the box, including:
-
Case Performance
Review performance-related insights tied to the case.
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Create Article
Generate a draft knowledge base article directly from the case details.
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Suggest Case Resolution
Receive AI-assisted recommendations based on the case history and data.
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Summarize Case
Get a concise, easy-to-read summary of the most important information.
Each action pulls data directly from the case record and presents it in a clear, digestible format. This saves you time and reduces the need to click through multiple tabs.
Extending AI Beyond the Basics
While these actions are available out of the box, Creatio also allows organizations to build custom AI actions tailored to their specific processes and data.
That means AI can be used not just to summarize cases, but to:
- Surface next-best actions
- Pull insights from custom fields
- Support internal workflows unique to your business
This flexibility is where we see teams unlock the most value from AI in Creatio.
Quick Overview
To summarize a case using AI:
- Open a case
- Click the AI icon
- Select Summarize Case
Summarizing Cases with Creatio AI is simple, fast, and incredibly helpful for busy support teams.
Curious how AI in Creatio could work with your specific processes?
Customer FX helps teams configure and extend Creatio AI so it delivers real, day-to-day value. Contact us to find out how.
