Case Study

In this playbook, a case study is used to define the scope of the Fusion Service workflow to use AI agents to manage service requests.

The case study is based on a fictitious company named Vision Corp., a global high-tech company that sells laptop and multiple server product lines to businesses and other organizations. Vision Corp. would like to leverage AI capabilities to help their service agents to manage service requests effectively by using the Service Request Triage Agent and the Service Request Resolution Agent.

Note: In this example, the workflow is triggered based upon an SR created through email. However, you've full flexibility to determine the conditions under which the workflow is triggered.

This flowchart illustrates how Vision Corp. uses AI agents in Fusion Service to manage their customer service requests.