Customer Service / Case Management Live
Case Resolution Guidance
Describe a stuck case and get the resolution paths your own playbooks support, ranked, with what the case has not yet established named rather than assumed.
- Run on demand
- ~6 credits per run
- Uses a knowledge base
- v1.0.0
What does Case Resolution Guidance do?
Case Resolution Guidance is a production AI agent in the customer service section of the Leverge agent store, built for the case management process. Describe a stuck case and get the resolution paths your own playbooks support, ranked, with what the case has not yet established named rather than assumed. It runs on demand, works through 3 steps and returns 6 outputs, including what this looks like.
What it needs
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The case as it stands
Paste the ticket thread or write it out. What has already been tried matters as much as the symptom.
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Case context
What it does
- Searching the playbooks
- Working out what this actually is
- Writing the guidance note
What you get back
- What this looks like
- Guidance
- Resolution paths, ranked
- What the case actually establishes
- Watch out for
- Playbooks used
After each run it asks: “Did this get you unstuck?”
When it runs
Run on demand
Oversight
Runs under scoped, least-privilege credentials with every action written to an audit log. Anything that moves money, alters a contract or reaches a customer requires human approval before it executes.
Case Management
Other agents in case management
Ticket triage, resolution drafting and feedback analysis
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Account Change Request
Check whether the person asking for an account change is entitled to make it, then draft either the confirmation or the verification request. Nothing is changed and nothing is sent.
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Account Inactivity Outreach
Separate accounts that have genuinely gone quiet from ones that only look quiet, then draft a useful reason to make contact rather than a nudge. Every draft is approved individually — nothing is sent.
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Campaign Inquiry Readiness
Before a campaign goes live, work out what support will be asked, whether the answers exist yet, and which claims in the campaign will generate questions nobody can answer.
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Chat Transcript Summary
Turn a live-chat log into the two things needed afterwards: a ticket record the next agent can act on, and a clean transcript the customer can be sent.
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Complaint Tracking
Track every open complaint against the commitments made to that customer — which are past the promised date, which have gone quiet, and which were closed without the customer ever agreeing they were.
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Customer Feedback Analysis
Read a batch of survey responses and surface the themes, the drivers of low scores, and what is worth acting on.
Next Step
Deploy Case Resolution Guidance, or adapt it
It runs as-is against the inputs above. Most deployments diverge — a different source system, a different tolerance, a different approval path. A 30-minute technical call establishes which.