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Agents Exception Resolution Summary Agent
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Exception Resolution Summary Agent

Prepares actionable summaries for exception discount cases, enabling quick, well-informed reviews by human managers.

When discount requests fall outside standard policy or risk criteria, gathering the necessary business context for human review often leads to process delays and inconsistent decision quality. Managers spend substantial time reviewing supporting communications, historical transactions, and prior approvals creating inefficiencies and impacting the customer experience.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Exception Resolution Summary Agent:

INTERNAL CASE DATA AGGREGATION


Case ID: QC-88421
Flagged Timestamp: 2023-10-26 14:30 UTC
Reason for Flag: Discount request (25%) exceeds policy maximum (15%) for customer tier.




CUSTOMER INFORMATION


    

  • Customer Name: Quantum Dynamics LLC
    • 

  • Customer ID: 74391-B
    • 

  • Customer Since: 2018-05-12
    • 

  • Customer Lifetime Value (CLV) Score: 92 (High)
    • 

  • Credit Risk Rating: Low
    • 





REQUEST DETAILS


    

  • Product: InnovateCorp Analytics Suite - Enterprise Annual License Renewal
    • 

  • Standard Price: $150,000
    • 

  • Requested Discount: 25% ($37,500)
    • 

  • Policy Limit: 15% ($22,500)
    • 

  • Variance: 10% ($15,000)
    • 





RELEVANT COMMUNICATION LOGS (Source: Email Gateway)


    

  • Log ID #99834 (EMAIL): FROM: procurement@quantumdynamics.com (John Sterling) // TO: sales@innovatecorp.com (Sarah Jenkins) // SUBJECT: RE: Renewal Quote Q4-775B // BODY SNIPPET: "...As discussed, our 2024 operating budget has been significantly tightened. While we value our partnership, we have received a competing offer from Apex Solutions that is more aligned with our new financial constraints. To proceed, we will require a 25% discount on the renewal."
    • 





TRANSACTION HISTORY SUMMARY (Source: Billing System)


    

  • Total Spend (Lifetime): $680,000
    • 

  • Payment History: Consistently on-time (Avg. 2 days before due date)
    • 

  • Previous Discounts: Never exceeded 10% on prior renewals. No history of exception requests.
    • 





ACCOUNT MANAGER NOTES (Source: CRM - S. Jenkins)


    

  • Note Date: 2023-10-26 11:00 UTC
    • 

  • Content: Quantum Dynamics is a strategic account. The contact, John Sterling, is a key decision-maker. Losing them to Apex Solutions would be a significant loss in our mid-market sector. The budget issue seems legitimate based on my conversations. Recommend escalating for approval.
    •

Deliverable Example

Sample output delivered by the Exception Resolution Summary Agent:

Discount Exception Review: Quantum Dynamics LLC


Case ID: QC-88421
Routing Recommendation: Senior Director, Account Management




Executive Summary


High-value customer Quantum Dynamics LLC (CLV Score: 92) requests a 25% discount for a $150,000 license renewal, exceeding the 15% policy limit. The request is driven by customer budget constraints and a direct competitor offer, posing a significant retention risk. Approval is recommended to secure the strategic account.


Case Overview






Key Metric
Details






Customer Name
Quantum Dynamics LLC




Product
Analytics Suite - Enterprise License Renewal




Requested Discount
25% ($37,500)




Standard Policy Limit
15% ($22,500)




Exception Variance
10% ($15,000)




Primary Risk
High risk of customer churn to competitor (Apex Solutions).






Business Justification for Exception


    

  • Competitive Threat: Customer has explicitly stated they have a competing offer from Apex Solutions that meets their revised budget.
    • 

  • Customer Retention: Account Manager notes confirm this is a strategic account, and loss would negatively impact mid-market presence.
    • 

  • Budgetary Constraints: The request is positioned as a result of official budget cuts at the customer's organization, not a standard negotiation tactic.
    • 



Customer Value and History Analysis


    

  • High Lifetime Value: With a CLV score of 92 and over $680,000 in historical spend, Quantum Dynamics is a top-tier client.
    • 

  • Excellent Payment Record: All previous invoices have been paid on time, indicating low financial risk.
    • 

  • Limited Discount History: The customer has not previously requested discounts beyond standard policy, suggesting this is a genuine exception case.
    • 



Key Communication Summary


The customer's procurement lead, John Sterling, has communicated that due to budget tightening, a 25% discount is required to prevent them from moving to a competitor's solution.

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