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AAivantaService Intelligence
Resolution agent onlineGrounded tools • governed execution
Language
Agent operating policyCustomer Resolution Agent • Production
RK
Delivery exception

Order has not arrived

CS-48291 • Web chat • Opened 8 minutes ago

FrustratedHigh prioritySLA 22 min
CustomerRiya KapoorGold • 4 years
Related recordOrder AV-78421₹8,420 • Bengaluru
IdentityVerifiedEmail + order OTP
Previous contacts1No unresolved case
Agent responseGrounded draft
Grounded resolution

Every answer and action can be traced to customer data, policy and system evidence.

Evidence used for this case

Knowledge and customer records

4 sources
Customer timeline

Relevant events and prior contact

    Resolution outcome

    Expected customer and business result

    92%
    Agent operations

    Observe what the agent did, which tools it used and where approval was required.

    Autonomous resolution rate78%+11 points in 30 days
    Human handoff rate14%Complex or sensitive cases
    Action success rate96.7%Across connected systems
    Grounded response rate99.2%Source-backed answers
    Average latency2.8 sAnswer plus tool plan
    Cost per resolution₹18.4031% lower this month
    Live action trace

    Current case execution

    Agent actions, tools, approvals and outcomes for the current customer case.
    TimeStepTool or sourceControlResult
    Agent evaluations

    Measure resolution quality before expanding autonomy.

    Groundedness96%Claims supported by retrieved evidence
    Policy compliance94%Business rules and approval thresholds
    Resolution quality91%Correctness and completeness
    Customer tone89%Empathy, clarity and brand alignment
    Handoff quality98%Summary, context and actions preserved
    Scenario testing

    Test the agent before policy changes go live

    Ready to test

    Select a scenario and run the evaluation to inspect expected controls.

    Governed autonomy

    Control what the agent may answer, recommend, execute or escalate.

    Refund control

    Human approval above ₹2,000

    Low-value refunds can be prepared automatically after eligibility and identity checks.

    18 actions this week
    Identity protection

    Block sensitive changes until verification

    Account, address and payment changes require configured identity evidence.

    31 checks this week
    Knowledge confidence

    Escalate below 75% grounding confidence

    The agent must not present uncertain policy or product information as confirmed.

    7 escalations this week
    Customer vulnerability

    Route sensitive cases to trained specialists

    Financial hardship, safety, legal and safeguarding topics are handed to humans.

    4 handoffs this week