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Agents Entitlement Exception Resolution Agent
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Entitlement Exception Resolution Agent

Aggregates exception data, creates explainable briefs, and recommends actions for efficient entitlement and warranty resolution.

Exception handling in entitlement and warranty management is often resource-intensive, involving manual review of extensive datasets from multiple internal and external sources. This process is prone to delays, inconsistency, and an increased risk of error when critical case details are missed or misinterpreted. Lack of streamlined decision support slows approval cycles and complicates audit preparedness.

The Entitlement Exception Resolution Agent automates case analysis by consolidating structured data, such as service request records, entitlement and warranty information, audit logs, and third-party warranty sources, with unstructured inputs like provider documentation, specialist comments, and uploaded documents. It delivers concise, explainable exception briefs highlighting key issues and summarizing essential context. Using LLMs, it generates tailored resolution recommendations, connecting historical resolution patterns and current case context to deliver actionable guidance for specialist review.

By systematically summarizing cases, presenting guided resolution options, and capturing specialist decisions and rationales, this agent accelerates exception resolution, increases consistency and accuracy, and supports compliance auditability. Organizations realize measurable improvements in process productivity, employee efficiency, and customer experience, while creating a robust foundation for scalable and traceable warranty management workflows.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Entitlement Exception Resolution Agent:

Aggregated Case Data for Service Request: SR-8675309


Case Metadata


    

  • Request ID: SR-8675309
    • 

  • Date Received: 2023-10-26
    • 

  • Customer Name: Apex Labs LLC
    • 

  • Customer ID: CUST-49312
    • 

  • Priority: High
    • 



Product Information


    

  • Product Name: Quantum Spectrometer
    • 

  • Model: QS-750
    • 

  • Serial Number: QD-991-QS750-B4
    • 



Issue Description


    

  • Reported by Customer: Unit is non-operational. Display screen is black and the primary laser array is not engaging during startup sequence. Requesting urgent on-site service.
    • 



Internal System Data Check


Entitlement Records


    

  • Contract ID: W-STD-77823
    • 

  • Contract Type: Standard 1-Year Manufacturer Warranty
    • 

  • Coverage Status: EXPIRED
    • 

  • Warranty Start Date: 2022-09-15
    • 

  • Warranty End Date: 2023-09-15
    • 



Service History


    

  • No previous service requests logged for this serial number.
    • 



Collated Unstructured Inputs


Field Technician Notes (ID: FT-778, John Riley, 2023-10-27)


"Initial on-site assessment confirms laser array failure. I observed that the customer is using a non-standard third-party power conditioner, model 'VoltGuard VG-200'. There are minor scorch marks visible on the main power input port of the spectrometer. This could suggest a power surge event, but it is not definitive. Customer claims the power conditioner exceeds manufacturer specs. Full bench diagnostic is required to confirm root cause."


Uploaded Supporting Documents


    

  • Filename: ApexLabs_ExtWarranty_GTP.pdf
    • 

  • OCR Snippet: "...this Service Level Agreement between Global Tech Partners and Apex Labs LLC extends the full manufacturer's component warranty for the Quantum Dynamics product (serial QD-991-QS750-B4) for an additional period of 24 months, commencing on 2022-09-16..."
    • 



External Data Source Queries


Third-Party Warranty Data (Global Tech Partners Partner API)


    

  • Query Status: PENDING VERIFICATION
    • 

  • Policy Reference: GTP-EW-9821-C
    • 

  • Note: Awaiting confirmation of active policy status for Apex Labs LLC from partner system. Automated follow-up scheduled in 24 hours.
    •

Deliverable Example

Sample output delivered by the Entitlement Exception Resolution Agent:

Entitlement Exception Resolution Brief


Case SR-8675309: Apex Labs LLC


1. Exception Summary


An exception has been flagged for a service request from Apex Labs regarding a critical hardware failure on a Quantum Spectrometer QS-750. While the internal system indicates the standard manufacturer's warranty has expired, the customer has provided documentation for an active 24-month extended warranty through a third-party reseller, Global Tech Partners. This claim is currently pending verification. Complicating the issue, a field technician has noted evidence of potential misuse (a non-standard power supply) which could impact warranty coverage.


2. Key Issue Analysis


    

  • Entitlement Conflict: Internal records show an expired warranty. Customer-provided documents claim an active, third-party extended warranty.
    • 

  • Potential Policy Violation: The use of a non-standard power conditioner, noted by the field technician, may constitute user-induced damage, which could void warranty coverage regardless of status.
    • 

  • Information Dependency: The final decision is dependent on verification from Global Tech Partners, which is not yet complete.
    • 



3. Data Point Consolidation






Data Point
Source System / Document
Status / Key Value






Case ID
Internal CRM
SR-8675309




Product
Internal CRM
Quantum Spectrometer QS-750




Internal Warranty
Entitlement Database
Expired (2023-09-15)




Customer Claim
Uploaded PDF
Active 24-month extended warranty




3rd Party Verification
Partner API
Pending




Potential Cause
Field Technician Note
Possible power surge / Non-standard part






4. Recommendations


Recommended Action: Conditional Goodwill Approval


Rationale: Analysis of 412 historical cases involving entitlement disputes with strategic reseller partners shows that outright denial pending verification results in a 38% increase in customer escalations and a measurable decline in partner relationship scores. Given that Apex Labs has no prior service history and the evidence of misuse is inconclusive, a "Conditional Goodwill Approval" is the optimal path. This approach mitigates customer dissatisfaction and demonstrates good faith to the partner, Global Tech Partners, while reserving the right to re-evaluate if the extended warranty is found to be invalid or if diagnostics confirm user-induced damage.


5. Actionable Options for Specialist Review


Select a final resolution path:


    

  1. Accept Recommendation: Approve a one-time goodwill repair, contingent on the eventual validation of the third-party warranty. Log the repair under a conditional authorization code.
    2. 

  2. Deny Claim: Deny the service request due to the expired internal warranty and inconclusive external coverage, citing the potential misuse noted by the technician.
    3. 

  3. Hold for Information: Defer the decision and place the service request on hold until explicit confirmation or denial of coverage is received from Global Tech Partners.
    4.

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