Revolutionizing customer support
In today’s fast-paced digital landscape, customer expectations are higher than ever. They demand swift, accurate, and personalized support—without the friction of long wait times or repetitive interactions. Autonomous case resolution will redefine how support cases are managed and resolved.
What is autonomous case resolution?
Autonomous case resolution is a specialized sub agent within the broader Case Management Agent (CMA) ecosystem. It uses the identified intent to autonomously generate email responses after a case has been created, ensuring customer issues are resolved with minimal human intervention efficiently, intelligently, and empathetically.
Real-world impact
Imagine a customer emailing a business about a defective product. The AI agent reads the email, identifies the issue, uses a custom agent to check the warranty status, and sends a replacement confirmation—all without human involvement. If the customer’s message is ambiguous, the agent requests clarification. If there’s no response, it escalates appropriately. This level of autonomy not only accelerates resolution times but also frees customer service representatives to focus on more complex, high-touch interactions.
Key features and capabilities
With Case Management Agent now generally available, customers can use several groundbreaking features of autonomous case resolution:
- Intent-based resolution: The agent automatically determines customer intent and, based on that, drafts and sends an email, ensuring faster resolution.
- Autonomous email drafting: The agent crafts professional, empathetic responses using predefined templates (if configured) tailored to various scenarios. Autonomous case resolution can also fall back to default email template replies, or inline email assist in case an email template cannot be identified.
- Custom agent integration: The agent can call upon other specialized agents to handle domain-specific tasks, ensuring seamless collaboration.
- Smart escalation and handoff: If a customer’s intent remains unidentified, the case is escalated to customer service representatives. When an autonomous resolution is sent but the customer remains unresponsive for a defined period, the case follow-up and closure sub agent is triggered to ensure timely closure.
- Multi intent handling: The autonomous case resolution feature handles multiple customer concerns in a single case. By resolving issues sequentially within one interaction, it delivers a unified experience for customers and reduces duplication for support teams.
The road ahead
Autonomous case resolution is more than just a tool, it’s a glimpse into the future of customer support. As it continues to evolve, it paves the way for a fully autonomous contact center experience, where AI agents handle the bulk of interactions, ensuring faster resolutions and higher customer satisfaction.
Learn more
Watch a quick video introduction.
To learn more, read the documentation:
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