SupportLogic Resolve Assist – Overview

Purpose

SupportLogic Resolve Assist is designed to help support engineers and agents resolve cases more efficiently with AI-powered recommendations. By analyzing case details, historical data, and sentiment, it suggests the most relevant actions, responses, and knowledge resources. This reduces resolution time, improves accuracy, and enhances the overall customer experience.

What is Resolve Assist?

Resolve Assist is an intelligent feature within SupportLogic that helps agents by:

• Suggesting next-best actions based on case context.

• Providing recommended responses for customer queries.

• Displaying similar resolved cases for quick reference.

• Highlighting relevant knowledge base articles or documentation.

ResolveSx Interfaces

Resolve Assist is available through multiple interfaces, each tailored for specific use cases:

CRM Widget

1. Integrated directly within the CRM, it automatically provides real-time AI-driven suggestions for open cases.
2. The widget contains two tabs:

• Resolve Assist – Displays AI-suggested case responses.

• Knowledge Search – Enables quick search and retrieval of relevant KB articles or documents.

How to Use Resolve Assist Recommendations

1. Review Suggested Responses

   • Resolve Assist generates a draft reply based on case details. You can review and modify it before sending.

2. Check Similar Cases

   • View a list of previously resolved cases that match the current case context for faster resolution.

3. Refer to Suggested KB Articles

   • Access links to relevant KB articles or documentation directly within the widget.

4. Take Action

   • Use the suggested response, share the KB article with the customer, or follow the recommended resolution steps.

Enabling Resolve Assist

To enable this feature for your account, please reach out to our Sales team for assistance.