AI Agent: Service Request Post-Resolution Assistant
When configured, the Service Request Post-Resolution Assistant automatically analyzes resolved service requests and prepares a structured Extended Solution Description using information available in the service request.
The assistant evaluates information available in the service request, including the title, problem description, customer and agent interactions, the existing Extended Solution Description, classification results, and clarification context. Based on this information, it determines whether the Extended Solution Description can be improved with a clearer, evidence-based resolution summary.
When supported by the available service request information, the assistant prepares a structured replacement that helps future service representatives understand the reported issue, the investigation performed, the evidence considered during resolution, the validated remediation steps, and the final outcome.
Depending on your configuration, the assistant can submit the generated description for human review before it is finalized. It can also hand off the resolved service request to the SR Knowledge Augmentation Assistant to help identify opportunities for improving organizational knowledge.
- Produces structured, evidence-based Extended Solution Descriptions using available service request information.
- Makes resolved service requests easier to review, understand, and reuse when handling similar issues.
- Helps service representatives quickly identify validated remediation steps and resolution outcomes.
- Supports knowledge improvement initiatives by identifying opportunities for downstream knowledge augmentation.
- Improves the quality and consistency of post-resolution service request documentation.
Steps to enable and configure
- Configure an Automation Rule to invoke the Service Request Post-Resolution Assistant when the service request status is updated to Resolved.
Tips and considerations
- When human review is available (SEW App), review the generated Extended Solution Description before approving the update.
- The quality of the generated description depends on the completeness and accuracy of the information available in the service request.
- The assistant generates content only from information available in the service request and does not infer unsupported causes, actions, or outcomes.
- Configure the assistant to run after the service request status is updated to Resolved so it can use the complete resolution context.
Key resources
- Related feature: SR Knowledge Augmentation Assistant
-- Related feature: Service Execution Workspace
Access requirements
- Access depends on the configured post-resolution workflow.
- Permission required to configure the automation rule.