Service case resolution assistance
Illustrative use case, not a case study.
Service cases are classified, responses drafted from approved knowledge and permitted account context, and sensitive or unsupported cases routed to a person for review.
The problem
Our agents spend the first minutes of every case working out what it is about and hunting for the right article and the account history. Answers vary by who picks up the case, and sensitive cases sometimes get handled without the right review.
How it works today
A case arrives through email, web, or phone and sits in a queue until someone reads it, sets the category by hand, and searches the knowledge base and account record separately. Draft replies are written from memory or copied from earlier cases. Exceptions are escalated by chat or by reassigning the case with a note.
See the scenario
Illustrative workflow. Subtitled.
Transcript
- A customer writes in. The agent searches the order system, the knowledge base, and past cases before answering, while the customer waits.
- The assistant classifies the request, retrieves approved knowledge and permitted account context, and proposes a next action and a response with sources.
- A person reviews sensitive cases and approves customer commitments. Unsupported proposals go to a person rather than becoming answers.
- Measured on handling time, grounded-answer quality, and reopen rate. Illustrative use case. Let us discuss yours.
Proposed workflow
- Classify the incoming request against the agreed case taxonomy
- Retrieve approved knowledge articles and the account context the user is permitted to see
- Propose a next action and a grounded draft response with sources
- Route sensitive or unsupported cases to a named person for review
- Record the proposal, the sources, and the human decision on the case
Where a person stays in control
- A person reviews and sends any response on a sensitive case or one touching entitlements, refunds, or contract terms
- Unsupported or low-confidence proposals are routed to a person rather than answered
- Knowledge sources are approved before the agent may cite them
Platform mappings indicate environments in which to assess this idea. Actual implementation depends on configuration, licenses, APIs, data, and permissions. Benefits are stated qualitatively; numeric claims require a documented baseline.