AUTONOMOUS CX
Case Management Assistant
Automate case and service order processes with context extraction, knowledge retrieval, and next best action guidance.
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Overview
The Case Management Assistant transforms how service teams handle cases by automating end-to-end case and service order workflows. It coordinates autonomous AI agents to process cases and service orders and provides service teams with real-time insights and recommendations that enable them to triage, manage, and resolve cases more quickly, increasing operational efficiency and improving customer experiences.
Tasks this assistant can help with:
- Preparing and handling cases
- Processing and automating service orders
- Making next best action recommendations
- Retrieving and updating contextual knowledge
Example use cases for this assistant:
- Automatic extraction of case context from customer history, entitlements, and previous interactions
- End-to-end service order processing and fulfilment
- Next best action guidance for service representatives based on live case context
- Retrieval of relevant knowledge articles to support faster resolution
- Automated case flow execution from intake to closure
Benefits
Start cases fully informed
Eliminate back-and-forth and reduce time to resolution by using context extraction to retrieve history, entitlements, and product details upfront.
Take smarter next best actions
Guide service representatives through the correct steps based on live case context, not guesswork.
Rely on continuously updated knowledge
Improve issue resolution times with continually updated knowledge that quickly surfaces relevant articles and solutions.
Agents used by this assistant
Case Preparation Officer
Extracts all relevant context from the request to start cases fully informed.
Case Handling Officer
Manages and automates case flow execution and invokes relevant agents as required.
Knowledge Content Creation Agent
Brings the right knowledge to the forefront at the right time by linking cases to relevant insights and similar resolutions—and continuously enhances your knowledge base.
Knowledge Content Retrieval Agent
Instantly surfaces relevant knowledge—connecting cases to insights, similar resolutions, and ongoing learning.
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Advance your service management strategy
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