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Customer Support Resolution Agent
Answers with sources, actions with limits
A support agent connected to your orders, accounts and tickets.
A support agent connected to your orders, accounts and tickets. It answers from approved sources, checks who it is talking to before sharing account details, completes the requests you permit and escalates everything else with a summary.
Most support volume is a small set of questions asked many times: where is my order, what is your policy, can I change this. Answering them well means reading the real record and applying the real policy, not producing a plausible reply.
What exists today is a working demonstration on test data, which we can walk you through. Connecting it to your own systems is the project. It shows a known issue resolved against an order system and five exceptions routed correctly: an unknown answer, two documents that disagree, a system outage, a failed identity check and a request the agent is not allowed to carry out.
How it differs from related agents: this is the general front line that answers, looks up and routes. The order and delivery, returns and complaint agents each go further into one type of request.
Six jobs it carries through
01Sourced answers
Answers from approved documents and names the source.
- Finds the approved answer
- States the source document
- Flags information past its review date
- Says when there is no approved answer
02Identity check
Confirms who is asking before account details are shared.
- Matches the channel identity to the record
- Asks for a second proof where needed
- Checks each order separately
- Stops after repeated failed proofs
03Order and account lookup
Reads the current status from your system of record.
- Looks up by order or account reference
- Reports only what the system holds
- Says when a record is not found
- Says when the system cannot be reached
04Permitted actions
Carries out only the actions you list.
- An explicit list per business
- Each with its own conditions
- Each write protected against repeats
- Everything else is refused and routed
05Refund intake
Logs a refund request for a person to decide.
- Checks the order and the requester
- Creates one request per order
- Marks it as awaiting a decision
- Tells the customer who decides
06Escalation summary
Hands over with what was asked, checked and done.
- Reason for the handover
- Facts collected so far
- Actions taken and their results
- Routed to the queue for that reason
From the First Signal to the Record
An example of one case, in 6 steps. The same steps play in the picture at the top of this page.
Question received
"Where is my order AX-10422?" arrives by chat or message.
Identity checked
The sender is matched against the order. If it does not match, a second proof is requested before anything is shared.
Record read
The order system is asked for the current status. If it cannot be reached, the customer is told and a person takes over.
Answer given
The reply states what the system holds, namely the status, the expected delivery and the items.
Follow-up handled
"I want a refund for it" becomes a logged request for your team to decide, tied to the same order.
Exception routed
Anything outside the permitted actions is refused politely and handed over with a summary.
Walk One Real Case Through It
Thirty minutes, one case from your own process. We map it against the workflow on this page and tell you plainly what can be reused from our demonstrations and what has to be built for your systems.
What Goes Wrong Without It
Answers that sound right
A fluent reply that is not in your policy creates a promise you did not make.
Account details shared too easily
"It's my order" is not proof, and a wrong disclosure is a real incident.
Policies that contradict each other
Old and new documents both say something; picking one silently is a risk.
Requests beyond the agent's remit
Cancelling, refunding or changing an order needs a person or a rule.
Systems that go down
When the order system is unreachable, the customer needs to hear that, not a guess.
Escalations with no context
The customer explains everything again to the person who picks it up.
The Scope of Every Action Is Explicit
Each action the agent may take is listed, with whether it needs the customer's identity confirmed and whether a person must approve it. Anything not on the list is refused and routed.
Documents and customer messages are treated as information. An instruction hidden in a message or a document does not change what the agent is allowed to do.
- Answers only from approved sources
- Identity confirmed per order
- A permitted-actions list you own
- Refund decisions stay with people
- Conflicting sources escalated
- A record of every action
The Systems Around It
The systems named here are the kind this agent works with. Which ones it connects to in your case is settled in the scope.
Help desk and ticketing
- Zendesk
- Freshdesk
- Intercom
- or your ticketing system
Orders and accounts
- Shopify
- WooCommerce
- or your order and billing systems
CRM
- HubSpot
- Zoho
- Salesforce
- or a custom CRM
Knowledge
- Approved policies
- help articles
- product information
Channels
- Website chat
Identity
- Channel identity
- a second proof you choose
- your login where one exists
Straight Answers
Access to the systems it should read and act in (help desk, orders, accounts), the documents it may answer from with their dates, your list of permitted actions and how identity should be confirmed. We start in a sandbox or test account for each system.
You do. The code, the configuration and the accounts it runs under are yours, in your name. Support after launch is agreed with the project: we can keep running and extending it with you, or hand it to your team with documentation.
Running costs come from three places: the language model, which is billed by usage; the channel or provider, which has its own fees; and hosting and monitoring. Help desk and commerce platforms may charge for API access on some plans. We estimate these from your real volumes before anything is built, and we do not publish a price list because the figures depend on those volumes.
A working demonstration on test data: an order status given after an identity check, a refund request logged for a person, and five exceptions handled as described above. English is tested throughout; Arabic requests are recognised in the demonstration, and Arabic replies are reviewed by a native editor before a project goes live.
Start With Your Most Repeated Request
Bring the request your team answers most. We will show how the demonstration handles it, agree what the agent may and may not do, and map the systems it needs.