Resolve Assist – Auto Case Summarization & Agentic Resolution (pt2)

AGENTIC RESOLUTION – HOW CASES ARE REVIEWED, GUIDED, AND CLOSED

1. Agentic Resolution Workflow 

Agentic Resolution is an advanced Resolve Assist capability that coordinates multiple AI agents to assist with case review, response drafting, follow-ups, and knowledge capture, with full agent oversight at every step.

This workflow:

• Operates automatically as cases change

• Uses Auto Case Summarization as its foundation

• Is available in both Support Hub and embedded CRM views

Auto Case Summarization is required to enable the Agentic Resolution workflow.

2. The AI Agents Working Together

Agentic Resolution is driven by three specialized AI agents, each focused on a specific responsibility.

Summarization Agent

• Continuously understands case context

• Updates the Case Summary as new information arrives

• Assigns and updates the Clarity Score

• Evaluates how closely the case aligns with known resolutions

Knowledge Agent

• Searches across cases, tickets, and knowledge sources

• Recommends relevant resolutions and similar cases

• Identifies when a resolved case is suitable for knowledge capture

Response Agent

• Drafts customer-ready communications such as:

  • Clarifying questions

  • Proposed solutions

  • Status updates

  • Follow-up and closure messages

All outputs are suggestions only and require agent review before use.

3. Adaptive Handling Based on Case Type

The agentic workflow adapts dynamically based on clarity and confidence.

Well-defined issue with a strong solution match

• High-confidence guidance is surfaced

• Solution and confirmation messages are drafted

• Closure follow-ups are prepared after a configurable wait period

Issue lacking clarity

• Clarifying questions are drafted automatically

• As customer responses arrive, clarity is reassessed

• Knowledge search is triggered once sufficient detail is available

Complex or emerging issue

• Related cases, bugs, and articles guide troubleshooting

• Interim status updates can be drafted to maintain customer communication

• Newly discovered solutions are surfaced as they become available

4. Knowledge Creation as a Natural Outcome

When cases reach resolution, Agentic Resolution helps ensure that learnings are not lost.

Using Resolve Assist, agents can:

• Generate draft Knowledge Articles from resolved or solution-provided cases

• Review, edit, and enrich drafts before publishing

• Regenerate drafts if a case continues to evolve

Published articles are:

• Linked back to the originating case

• Made available for future matching and recommendations

• Used to improve resolution guidance for similar issues

5. Human-in-the-Loop by Design

Across all automation:

• No response is sent without agent approval

• No knowledge is published without review

• Behavior is configurable to align with team workflows

• Recommendations are traceable to underlying sources

AI accelerates work and agents make the decisions.

6. Outcomes for Support Teams

Customers using Auto Case Summarization and Agentic Resolution typically see:

• Faster time to first response and resolution

• Higher agent productivity through reduced manual effort

• More consistent and timely customer communication

• A continuously improving knowledge ecosystem driven by real cases

Related Articles

• Resolve Assist – Case Summary & Knowledge Recommendations
• Resolve Assist – Auto Case Summarization & Agentic Resolution (pt1)