How the three tiers work

Every ticket in Serene Resolve is handled at one of three tiers. Most go no further than they need to, and each move from one tier to the next is recorded on the ticket.

1. Answered instantly

Your team keeps a library of approved answers. When a question matches one of them clearly, the answer goes out straight away and the customer is asked, “Did this solve it?”

The match has to be clear. If two answers are close, or none fits well, the question goes to the agent instead. A wrong answer sent with confidence is worse than a slightly slower right one.

If the customer says no, it didn’t help, the ticket moves on to the agent. No AI model is used at this tier.

2. Resolved by the agent

The agent reads the ticket, the customer’s account and the procedures your team has written for it. It can look things up and take small actions, inside limits your team sets. Every step is recorded.

Here is an example. A customer writes that a job is stuck. The agent looks the job up and reruns it once, which its limit allows. The rerun fails again. A refund is called for, but refunds need a person’s approval, so the agent asks for approval and leaves a note for the team. The ticket waits on hold until someone decides.

Afterwards anyone on your team can open that run and see what the agent read, what it did and why it stopped.

3. Handed to a person

The agent hands a ticket to a person when:

• the customer asks for a person
• the topic is money, a complaint or anything else sensitive
• a lookup or action fails twice
• an approval is turned down or runs out of time
• it reaches its limit on steps, cost or time
• the customer has said twice that the answers didn’t help

The person gets a summary and a draft reply ready to edit, and the customer is told that a person will follow up.

Where each ticket ended up

Because every move between tiers is recorded, you can see which tickets were answered from the library, which the agent resolved, and which needed your team, and why each one moved.