Use Case Management Agent to resolve cases

Autonomous case resolution identifies intent from an incoming email, automatically gathers required customer information, and drafts professional email responses. Based on your administrator's configuration, the agent can automatically send the email or requires a representative to review and send it.

Prerequisites

• Autonomous case resolution is configured. Learn more in Set up Case Management Agent to resolve cases.
• Customer Intent Agent is configured.

Use Case Management Agent to resolve case

• The Intent-based suggestions card in the Copilot help pane and displays the following information if the AI agent identified the case intent:

  • The intent as the issue and relevant questions needed to resolve it
  • Visual indicators showing which questions the customer answered
  • Customer responses displayed alongside each question.

• Based on your administrator configuration for case resolution, the following actions occur.

  • Fully automated case resolution
  • Semi-autonomous case resolution

  • Indicates that the AI agent automatically identifies the case intent, sends emails to the customers, and resolves the case without requiring any human intervention. The case is routed to a separate AI mailbox, which is monitored by a supervisor. The agent escalates the case to you if it can't resolve the case automatically. You can do the following:
    • You can view the emails sent by the AI agent in case timeline. The emails sent by Copilot have a distinct visual indicator.
    • Select the email to view the email content in a new tab. A message appears at the bottom of the email indicating that the email was generated using AI. You can also provide feedback on the email in this tab.