What are Resolution paths?

Resolution paths are pre-defined workflows (think decision tree, but enhanced with generative AI) that takes specific action based on specified parameters. Resolution paths are helpful when thinking about repeatable, linear, and actionable encounters with customers. In general, you can define resolution paths in order to break down problem solving processes that follow a specific pattern.

Why are Resolution Paths Important?

With Assembled Assist, resolution paths can be automated and customized, reducing manual steps for an agent and providing highly customized responses to customers.

Resolution Paths Workflow

1. Comprehension: Assembled Assist reviews a customer’s request to determine whether a defined resolution path is required, and identifies what step we’re at in a given resolution path
2. Answering the question: Given the specific step + the current ticket history, Assist figures out what reply needs to be made, as well as what follow up actions the agent or Assist should take

Frequently Asked Questions

• Does Assembled Assist handle the full ticket ownership?
  • This will depend on the resolution path. Most likely, this will be tackled in one of two ways:
    • One touch : Customer question can be answered in a single reply. In this case, Assist could handle full ticket ownership.
    • Multi-touch : Customer question will be answered in a series of replies. In this case, Assist only handles the first response to the customer.
• Does Assembled Assist handle a lookup to other systems as part of a Resolution path?
  • Mostly, though this will depend on the system. Currently supported integrations include: Shopify
• What are some sample workflows that work well for Resolution Paths?
  • Request for additional information
  • Returns + Exchanges
  • Damaged Items
  • Warranty Questions
• What metrics do we measure?
  • Resolution Path Selection: Did Assembled Assist select the right resolution path?
  • Quality (when a resolution path was selected) : Did Assembled Assist answer this question correctly?