AI Customer Resolution Engine: A clearer path from customer question to resolution.
AI Customer Resolution Engine is being designed to answer customer questions using information your business has approved, guide common requests through defined steps, and hand over to a person whenever a request needs one.
The problem
The same questions, answered differently.
Support teams answer the same questions every day, and the answer can depend on who replies. Meanwhile, complex requests wait in the queue behind simple ones.
The engine is being designed to answer only from material your team has approved, and to recognize when a person should take over.
Planned capabilities
What we’re designing
These are being designed now and may change before launch.
Answers from approved information
Responses are intended to draw only on sources your team has reviewed, such as policies and help articles.
Visible sources
Each suggested answer shows the material it came from, so your team can check it.
Guided resolution steps
Common requests follow steps you define, such as collecting the right details before a case moves on.
Handoff to a person
Requests that are sensitive, unclear, or outside approved information go to your team with the context attached.
How it works
How it’s intended to work
Each step shows who acts. Where a decision matters, a person makes it.
- Step 1Your team
Approve the sources
Choose the policies and articles the engine is allowed to use.
- Step 2Customer
Ask a question
The engine looks for an answer in approved information only.
- Step 3Engine
Answer or hand over
If approved information covers it, the customer gets an answer with its source. If not, the request goes to a person.
- Step 4Your team
Resolve what remains
Agents pick up handed-over requests with the conversation and context in view.
Use cases
Where it could help
Example situations, not customer results.
Everyday questions
Delivery times, opening hours, and policy questions that arrive many times a day.
A better first contact
Collecting order details and the nature of a problem before a request reaches an agent.
Consistent answers
Keeping replies aligned with current policy as a support team grows.
Good to know
Clear about the limits
People stay in control
Requests that need judgment, exceptions, or changes to an account are designed to go to a person.
What it will need
Current, approved source material, and a defined process for handing requests to your team.
What it isn’t designed to do
It isn’t designed to give perfect answers, issue refunds, change accounts, or reach customer information beyond what is configured. Answers are only as good as the approved material.
FAQ
Questions about AI Customer Resolution Engine
Will it answer every customer request automatically?
No. It is being designed to answer what approved information covers and to hand everything else to your team.
Where do the answers come from?
Only from sources your team approves. Suggested answers are intended to show their source so they can be checked.
Can it issue refunds or change customer accounts?
That isn’t part of the current design. Actions like these stay with your team.
How is it different from WhatsApp Business Automation?
The engine focuses on resolving support questions. WhatsApp Business Automation focuses on organizing WhatsApp conversations and approved messages for a team.
Follow AI Customer Resolution Engine as it develops
We’ll email you when there’s confirmed news about AI Customer Resolution Engine. Registering records your interest; it doesn’t reserve access.
Related
Related products
Explore WhatsApp Business Automation
Organizes WhatsApp enquiries in a shared inbox, with approved messages and appointment reminders.