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Support · RESOLUTION_EXEC_AGENT

Customer Resolution Agent

Diagnose issues and execute fixes within policy guardrails

Goes beyond FAQ deflection — pulls order and account data, runs diagnostic playbooks, initiates permitted fixes (reships, credits within limits), and documents root cause for product teams.

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Business problem

Tier-1 agents lack system access to resolve issues, forcing transfers that extend handle time and frustrate customers awaiting simple fixes.

Intended users

  • Support operations leads reducing transfer rates
  • Trust & safety teams handling account anomalies
  • E-commerce and SaaS customer success managers

Key outcomes

  • Automated execution of low-risk resolutions within pre-approved policy limits
  • Diagnostic trees that narrow root cause before human escalation
  • Proactive status updates when backend jobs complete
  • Structured RCA tags feeding product and engineering backlogs

Visual workflow

workflow / agent-pipelineIllustrative
  1. 01

    Input

    Customer issue ticket with order ID, error codes, or account symptoms plus entitlement data from billing.

  2. 02

    Agent

    Playbook engine queries operational APIs, correlates logs, and determines eligible resolution path (reset, reship, credit, escalate).

  3. 03

    Validation

    Policy engine enforces per-customer credit caps, fraud flags, and repeat-issue limits before any write action.

  4. 04

    Human Review

    Actions exceeding thresholds or touching regulated data require supervisor approval with one-click confirm in helpdesk.

  5. 05

    Action

    Approved fixes execute via connected systems; customer receives confirmation with tracking or receipt details.

  6. 06

    Record

    Resolution code, API audit trail, approval chain, and customer comms archived on the ticket for QA and compliance.

Inputs

  • • Order management and subscription APIs
  • • Diagnostic playbooks per product SKU
  • • Policy matrices for credits, refunds, and reships
  • • Fraud and abuse signal feeds

Outputs

  • • Executed resolution actions with confirmation IDs
  • • Escalation packages for tier-2 with diagnostic summary
  • • RCA category tags for product analytics
  • • Policy utilization reports

Integration categories

E-commerce & billing platformsHelpdesk systemsInternal admin APIsFraud detection services

Human review points

  • • Credits or refunds above automated thresholds
  • • Account merges, deletions, or permission elevation
  • • Suspected fraud or chargeback-linked cases

Security & data handling

  • • Write scopes narrowly scoped per resolution type
  • • Dual-control approval for high-value transactions
  • • Immutable audit log for financial adjustments

Deployment process

  1. Document top twenty resolution types and API dependencies
  2. Implement policy engine limits with finance sign-off
  3. Pilot on one product line with supervisor approval queue
  4. Expand playbooks and measure first-contact resolution lift

FAQ

What resolutions can run without a human?

Only actions within pre-approved policy bounds — typically password resets, tracking updates, and micro-credits. Thresholds are configurable per tenant.

How is misuse prevented?

Rate limits, fraud signals, and supervisor approvals gate high-impact actions; every write is logged with actor attribution.

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