Dynamic Query Resolution Agent

About the Agent

ZBrain Dynamic Query Resolution Agent transforms customer service by automating the end-to-end query resolution process. Harnessing Large Language Model (LLM) capabilities, the agent interprets customer emails, references enterprise knowledge bases and business tools, and generates tailored, context-aware responses—delivering consistent, rapid, and reliable support at scale. This reduces manual query handling, improves accuracy, and boosts overall customer satisfaction.

Challenges the Dynamic Query Resolution Agent Addresses

Manually processing large volumes of customer queries is slow, inconsistent, and resource-intensive. Support teams often spend excessive time reviewing queries, referencing multiple systems, and drafting replies, resulting in delays, errors, and inconsistent customer experiences. As inquiry volumes grow, manual workflows lead to response bottlenecks, lower customer satisfaction, and higher operational costs. Traditional tools lack the intelligence to interpret nuanced queries or deliver personalized responses, creating gaps in service quality and efficiency.

ZBrain Dynamic Query Resolution Agent enhances customer support by delivering automated responses to diverse inquiries. Leveraging an LLM, it interprets query intent, classifies queries, retrieves precise answers from both internal knowledge bases and business tools, and generates context-aware replies—even for complex questions. Each answer is reviewed for completeness before dispatch, while unresolved queries are flagged for human intervention. This intelligent automation streamlines processes, accelerates response times, reduces manual effort, and ensures consistently high customer satisfaction.

How the Agent Works

The dynamic query resolution agent is designed to automate and streamline the query resolution workflow. It analyzes the query, retrieves relevant information from the knowledge base or business tools, and formulates responses. Below, we outline the detailed steps of the agent’s workflow, from query input to continuous improvement:

Step 1: Query Reception and Analysis

Upon receiving customer queries, the agent uses an advanced Large Language Model (LLM) to analyze the content, classify the request type, and identify relevant information needs and specific requirements.

Key Tasks:

• Query Reception through Email: The agent receives and logs each customer query submitted via email or preferred platforms.
• Query Data Capture: The agent collects essential information from the customer's query, such as the main question, any related details, and contextual data provided in the email, such as order-specific details.
• Initial Query Classification: Utilizing predefined criteria, the agent classifies each query at the onset to determine its nature—identifying whether it is a customer inquiry, promotional content, a scam, or unrelated. This classification helps decide if the query can be resolved using the internal knowledge base or requires specific case handling, such as checking details from business tools while filtering out spam, promotional emails, and irrelevant queries to optimize response efforts.

Outcome:

• Efficient Query Categorization and Filtering: At this initial stage, queries are systematically categorized into relevant customer inquiries or filtered out if they are promotional, scams, or unrelated. This ensures that only pertinent queries are processed further, enhancing response efficiency.

Step 2: Information Retrieval and Response Formulation

In this step, the agent fetches the required information from the appropriate sources. It retrieves documented answers from the knowledge base for general inquiries and pulls specific data or context from business tools for case-related queries. Key tasks include:

Key Tasks:

• Information Retrieval from Knowledge Base: The agent accesses the internal knowledge base for general information related to basic queries. This ensures that all pertinent data is gathered to address the query comprehensively.
• Temporary Storage of Data: As information is retrieved, the agent temporarily stores data in an organized format. Alternatively, it stores any unanswered queries requiring further action or additional data retrieval from enterprise tools. This temporary storage ensures that no part of the query is overlooked and that all information is available for efficient handling and synthesis while crafting responses.
• Looping on Items: If the query contains multiple questions or parts, the agent loops through each item individually. This ensures that each aspect of the query is addressed separately, enhancing the thoroughness and relevance of the response. Depending on the nature of each question within the loop, the agent either retrieves answers directly from the knowledge base or accesses specific case details from business tools for more complex issues.
• Specific Details Retrieval from Business Tools: For queries requiring detailed information, such as order-specific information, the agent searches the associated business tool. This may involve even looping through multiple orders. Once these details are fetched, the agent confirms the completeness and relevance of the information. If the data adequately addresses the queries, the agent proceeds to craft responses. If not, the agent updates the query status to indicate that information is unavailable.
• Response Crafting: Leveraging the LLM, the agent synthesizes the information and crafts responses that are accurate, clear, and tailored to address the customer's specific needs. For unresolved or partially addressed queries, the agent updates the status in the dashboard to highlight them for further manual processing.

Outcome:

• Comprehensive and Tailored Responses: The agent produces precise responses customized to each query's individual details and context.
• Efficient Handling of Complex Queries: The agent effectively manages complex queries that involve multiple components or require detailed information from various sources by utilizing temporary storage and looping mechanisms. This results in a more organized and efficient response process.

Step 3: Response Delivery

This step ensures that all queries in a single customer email are comprehensively addressed before any response is dispatched. The agent checks each query for completeness and accuracy in addressing the customer's needs before sending the response.

Key Tasks:

• Comprehensive Query Review: Before sending out the response, the agent ensures that every question or issue raised by email has been addressed. This includes a detailed check of the responses against each query to confirm that the information provided is relevant and complete.
• Response Delivery: The agent returns the response to the customer only after ensuring all parts of the email have been addressed. This ensures clarity, completeness, and effectiveness of communication.

Outcome:

• Effective Query Resolution: The agent generates comprehensive responses, addressing all questions raised in the customer's initial email.

Step 4: Continuous Improvement Through Human Feedback

After addressing customer queries, the agent can integrate feedback from the customer service team to refine its response strategies and enhance the query resolution process.

Key Tasks:

• Feedback Processing: Customer service representatives can access the agent dashboard where they can review the responses generated by the agent. They can provide feedback on the relevance and accuracy of the agent's responses via a dedicated dashboard.
• Error Correction: Any discrepancies or issues identified in the agent's responses are used to adjust its operational rules and algorithms.

Outcome:

• Continuous Improvement: The agent evolves with each feedback cycle, becoming more precise and effective in handling customer queries. This iterative improvement process is essential for maintaining high standards of customer service.

Why use Dynamic Query Resolution Agent?

• Query Resolution Efficiency: By automatically classifying and addressing each query based on its context and content, the agent ensures that all customer inquiries are handled promptly.
• Time Efficiency: Significantly reduces the time spent by customer service teams on routine tasks, allowing them to focus on more complex customer needs.
• Improved Customer Satisfaction: By providing timely, accurate, and personalized responses, the agent enhances customer satisfaction and trust, leading to improved customer retention.
• Reduction in Human Error: By automating the initial stages of query resolution, the agent minimizes the chances of human error, ensuring that responses are consistently accurate and reliable.