Overview
A significant share of inbound contact volume is questions that already have an answer. The problem is that the answer exists somewhere the customer cannot reach. The Self-Service Resolution Agent meets the customer in the channel they opened, identifies the issue and asset, matches against resolved case history and documentation, and delivers step-by-step resolution without a transfer. When it cannot resolve, it escalates with full context already captured. 90%+ resolution accuracy on deflected contacts.
Capabilities
Resolve cases in-channel at 90%+ accuracy
Resolves customer cases without a live agent transfer, in the channel the customer opened.
Identify the issue and asset from the opening exchange
Issue type and specific asset oraccount are identified from the customer's first message and matched againstresolved history.
Deliver guided resolution step by step
The resolution is presented as aguided sequence in the customer's own channel, without a transfer.
Escalate unresolved contacts with full context
When the agent cannot resolve,the case is handed to a live agent with the full interaction already captured.The customer does not repeat themselves.
Example use case
User input
Customer portal chat: My wireless gateway is showing a solid amber light and I cannot get online. Model TG-400, account #881204.
Agent summary
- Power cycle attempted: amber persisted after 90 seconds
- Coax connection confirmed seated
- No neighboring devices affected
- Remote line test run on SN: TG-881204-07
Flagged by agent
Agent handoff
Case resolved. Resolution logged to account #881204:
- Provisioning reset completed remotely
- Device confirmed online by customer
- Resolution written to case record
Agent workflow
1. Customer opens a chat, portal session, or call
The agent initiates contact in whichever channel the customer used.
2. Intent and asset identified from the opening exchange
The agent identifies the issue type and the specific asset or account from the first message.
3. Agent matches against resolved history and documentation
The issue is matched against confirmed resolutions, knowledge base, and product documentation.
4. Guided resolution delivered step by step in-channel
The resolution is presented as a guided sequence without a transfer.
5. Unresolved contacts escalated with full context
If the agent cannot resolve, the case is handed to a live agent with the full interaction context already captured.
