Back-Office Resolution Agent
Completes the follow-up work a ticket needs across systems with no API, operating the screens as a trained agent would.
The challenge
Staff copy information from documents into systems by hand. It is slow, and mistakes are found late.
How it works
- 1A document or file arrives.
- 2The agent reads it and picks out the details.
- 3It checks those details against your data and your rules.
- 4Items that pass are entered into your system.
- 5It confirms each entry was recorded correctly.
- 6Items that do not match go to your team, with the difference explained.
Your people stay in control
The checks follow fixed rules that you set. Your team sees every item that does not match, and nothing unusual is entered without them.
Systems we work with in Customer Support
- Ticketing and CRM
- Contact-centre and telephony platforms
- Knowledge bases
- Billing and order systems
- Quality-assurance tools
How we measure success
- How many items go through without manual work
- How accurate the captured details are
- Cost per item processed
Kind of work
Document and data processing. The agent reads documents, checks the details and enters them into your systems.
More in Customer Support
Billing Dispute Resolution AgentInvestigates a customer’s billing complaint, reviews their account and resolves it within your policy.Support Email Triage AgentReads incoming support emails, works out what each customer needs and either resolves it or sends it to the right team.Phone Answering AgentAnswers the phone with a natural conversation in place of a menu, resolves routine calls and passes the rest to staff with the details.Support Staff AssistantWorks alongside your support staff: finds answers, drafts replies and carries out actions in your systems on request.
Want this working in your organisation?
We can show it working on real examples from your business before you commit to a full build.