Support Resolution Agent — AI-Powered Customer Support
Intelligent support: intent classification → context retrieval → auto-resolution → escalation routing → CSAT optimization · 78% auto-resolve
1 Multi-channel intake & classification
Support channels
In-app chat
Email
WhatsApp
Phone (IVR)
Social media
Intent detection
LLM classifier
Transaction inquiry
Account issue
Feature request
Complaint
Intent accuracy: 94%
Entity extraction
Transaction ID
Amount mentioned
Date/time refs
Recipient name
Error messages
Sentiment analysis
Positive
Neutral
Frustrated
Angry/urgent
Escalation signals
Priority scoring
P1: Urgent/VIP (5m)
P2: High (1h)
P3: Normal (4h)
P4: Low (24h)
Auto-queue routing
2 Context retrieval & user 360
User profile
User ID lookup
Account status
Verification level
Account age
Lifetime value
Transaction history
Recent transactions
Pending items
Failed attempts
Refund history
Related txns
Support history
Past tickets
Repeat issues
Agent notes
Resolution outcomes
CSAT scores
System context
Active incidents
Partner status
Feature flags
Known issues
Maintenance windows
Knowledge base
RAG retrieval
Help articles
FAQ matches
Similar cases
Resolution scripts
3 Automated resolution actions
Transaction issues
Status lookup & explain
Receipt resend
Delay notification
Partner ETA lookup
Retry trigger
Account actions
Password reset
2FA recovery
Limit increase
Device management
Notification prefs
Financial actions
Small refund (<$10)
Goodwill credit
Fee waiver
Cashback adjustment
Promo application
Auto-resolve: 78%
Information
Balance inquiry
Rate lookup
Feature explanation
Limit details
How-to guidance
4 Intelligent escalation & routing
Escalation triggers
VIP customer
High value ($500+)
Repeated contact
Negative sentiment
Complex issue
Skill routing
ML skill matching
Remittance team
Card team
Compliance team
Technical team
Agent assist
Case summary
Suggested responses
Similar cases
Resolution scripts
Approval workflows
Supervisor escalation
Complaint escalation
Refund >$100
Policy exception
Regulatory inquiry
Legal/fraud
Handoff
Context transfer
Warm handoff
Callback scheduling
Channel switch
Follow-up task
5 Analytics & continuous improvement
Performance metrics
CSAT score
First contact resolution
Avg handle time
Response time
Ticket volume
Target CSAT: 4.5+
Quality assurance
Auto QA scoring
Tone analysis
Policy compliance
Resolution accuracy
Agent coaching
Trend analysis
Issue clustering
Root cause analysis
Feature impact
Release correlation
Product feedback
Model improvement
Intent model retrain
KB article gaps
New auto-resolve
Response templates
A/B testing