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Agents Case Resolution Guidance Agent
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Case Resolution Guidance Agent

Provides actionable, context-aware recommendations to experts, accelerating high-stakes decisions and complex case resolutions.

Experts handling complex service cases often face time pressure and information overload. Without immediate access to relevant case history, prior resolutions, and contextual insights, decision-making can slow down, leading to inconsistencies and extended turnaround times.

The Case Resolution Guidance Agent supports experts by analyzing live and historical case data to deliver contextually relevant recommendations. Drawing from structured and unstructured inputs—such as case records, diagnostics, customer interactions, and prior resolutions—it identifies applicable actions, similar cases, and procedural references. This enables experts to make informed decisions efficiently while maintaining accuracy and consistency.

Using LLM capabilities, the agent interprets narrative case details, extracts insights from past communications, and highlights next-step guidance based on established practices. This approach enhances operational efficiency, shortens resolution cycles, and strengthens service quality—allowing employees to focus on high-value problem-solving while ensuring cases are handled with clarity and consistency.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Case Resolution Guidance Agent:

Case: 8675309
Technician: Sarah Jenkins, ID 784
Date: 2023-10-26
Customer: Quantum Dynamics Manufacturing
Asset: Automated Assembly Robot, ZX-9000 (Serial: Z9K-4811-B)
Location: Production Line 3, Bay 2


Subject: On-Site Diagnostic Follow-up for Intermittent Shutdowns


Completed a 4-hour on-site diagnostic session for the ongoing intermittent shutdown issue with the ZX-9000 unit. Production Manager John Doe reports shutdowns are occurring without a clear pattern, approximately 2-3 times per 8-hour shift, causing significant line delays.


Key Observations:


    

  • Performed a full system reboot and reset the controller stack. Issue reoccurred 90 minutes later.
    • 

  • Physical inspection of all servo motors, cabling, and robotic arm actuators reveals no signs of wear, overheating, or physical damage.
    • 

  • Conducted a full diagnostic sweep using AlphaScan v4.2. All hardware components, including actuators and sensors, passed without error flags.
    • 

  • Firmware confirmed to be v2.1.4, which is the current stable release. No pending updates.
    • 

  • Pulled the last 48 hours of internal error logs. The primary recurring alert is ERR_VREG_04 (Voltage Regulation Fluctuation) on controller board C-12. The voltage drops are brief (less than 2ms) and do not always correlate directly with a full system shutdown, but they are the only consistent anomaly recorded.
    • 



Conclusion:
Standard diagnostic procedures have failed to isolate the root cause. The intermittent voltage drops on board C-12 are suspicious but not conclusive based on standard procedure guides. Escalating back to the expert squad for further analysis. All logs have been uploaded to the case file.

Deliverable Example

Sample output delivered by the Case Resolution Guidance Agent:

Recommended Actions and Insights Report


Case ID: 8675309
Customer: Quantum Dynamics Manufacturing
Asset: ZX-9000 (Serial: Z9K-4811-B)
Priority: Critical
Analyzed Input: Case_8675309_Field_Technician_Update




1. Key Insight from New Data


The technician's report of intermittent ERR_VREG_04 alerts on controller board C-12 is the critical new insight. While AlphaScan diagnostics show no direct hardware failure, this specific error pattern is a known precursor to systemic failure in historically similar cases.


2. Historical Context Analysis


Analysis of the knowledge base, including 1,284 historical cases related to the ZX-9000 model, has identified a strong correlation.






Finding
Confidence
Supporting Cases






In 87% of cases where ERR_VREG_04 was present without other hardware flags, the primary Power Supply Unit (PSU) failed within 72 hours.
High
#789123, #812345, #854321




Standard AlphaScan diagnostics are known to incorrectly pass PSUs that are experiencing early-stage capacitor degradation.
High
InnovateCorp Tech Bulletin #TB-21-4




Controller board C-12 is highly sensitive to input voltage instability, making it the first component to log related errors.
Medium
ZX-9000 Engineering Schematics






This pattern strongly suggests the root cause is imminent Power Supply Unit failure, not an issue with the controller board itself.


3. Actionable Recommendations


The following actions are recommended to accelerate resolution and prevent further unplanned downtime for the customer.


Primary Recommendation (Confidence: 95%)


    

  • Action: Immediately dispatch a technician with a replacement Power Supply Unit (Part #PSU-ZX9-11B).
    • 

  • Justification: Historical data indicates a high probability of total PSU failure within 72 hours. Proactive replacement will prevent a critical, unrecoverable shutdown on the customer's production line.
    • 

  • Assigned Expert (Suggested): Marcus Thorne (Certified in ZX-9000 power systems).
    • 



Secondary Recommendation (Confidence: 80%)


    

  • Action: While on-site, instruct the technician to replace the primary data cable connecting the PSU to controller board C-12 (Part #D-CBL-C12-5).
    • 

  • Justification: In 35% of PSU failure cases, transient voltage spikes have been observed to degrade the integrity of the data cable, which can cause post-repair performance issues. This is a low-cost, preventative measure.
    • 



Communication Recommendation


    

  • Action: Proactively notify the customer contact, John Doe, that analysis points to a failing power supply. Provide an ETA for the technician's arrival and a time estimate for the replacement (approx. 60 minutes) to allow them to manage production scheduling.
    •

Maximize Impact Across Core Functional KPIs

Employee Productivity
Process Cycle Time
Service Quality & Consistency

Empowers service experts by delivering instant, context-aware insights, eliminating search time and enabling them to focus on high-value problem-solving.

Accelerate Expert Decision-Making
  • Surfaces relevant historical case data and prior resolutions in real-time.
  • Analyzes unstructured case notes and customer interactions to extract key insights.
  • Presents actionable next-step guidance based on established best practices.
Reduce Information Overload
  • Synthesizes data from multiple sources into a unified, easy-to-understand view.
  • Filters and prioritizes information based on the specific context of the live case.
  • Identifies and highlights the most applicable procedural references and diagnostics.

Drastically reduces case turnaround times by providing immediate access to resolution intelligence, minimizing delays and speeding up expert evaluation.

Shorten Case Resolution Cycles
  • Identifies similar, successfully resolved cases to provide a proven resolution path.
  • Automates the retrieval of contextual information, cutting down manual research.
  • Proactively suggests diagnostic actions to accelerate root cause analysis.
Streamline Case Evaluation
  • Provides a consolidated summary of complex case histories upon opening.
  • Pinpoints critical information within extensive case logs and communication transcripts.
  • Flags potential escalations or bottlenecks based on historical data patterns.

Ensures standardized, high-quality outcomes across all cases by arming every expert with consistent, data-driven guidance and best practices.

Enhance Resolution Accuracy
  • Cross-references proposed actions against a knowledge base of successful outcomes.
  • Minimizes human error by providing verified, procedural steps for complex issues.
  • Ensures recommendations align with current company policies and service standards.
Standardize Service Delivery
  • Promotes universal adherence to best practices by embedding them in recommendations.
  • Reduces variability in decision-making between different service experts and teams.
  • Delivers consistent guidance for handling both common and complex case types.

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