Automations: Resolution paths

What are Resolution Paths?

Resolution Paths are predefined workflows (similar to a decision tree, but enhanced with generative AI) that take specific action (such as auto-drafting or auto-sending a customer response) based on user-specified parameters. Resolution paths are helpful for repeatable, linear, and actionable encounters with your customers. Users have complete control to build out customized workflows that are specific to their business and internal processes. This ensures accurate responses for only the right audiences.

Why are Resolution Paths helpful?

With Assembled Assist, high confidence responses to customers can be automated and customized, reducing manual steps for an agent.

What controls are in place for auto-sending emails to a customer?

There are multiple ways to ensure that that only the correct messages are being sent to the customer:

• Opt-in control: Users with admin permissions have full control to enable or disable auto-sends for any resolution path. For instance, a resolution path may only be approved for auto-drafting (agent facing), and not approved for auto-sending (customer facing)
• Iterative control: Prior to enabling auto-sends, users with admin permissions can first evaluate agent-facing drafts before determining that auto-sends are appropriate for that specific resolution path. 
• Zendesk Metadata Filters: Assembled Assist reads relevant metadata attached to the Zendesk ticket (tags, fields, etc.). Rules can be set around metadata tags that can disqualify specific tickets from being responded to automatically.  
• Live monitoring: Assembled Assist provides the ability to measure quality of responses live to consistently track quality of customer replies.

What are the contents of an email that is auto-sent to a customer? 

• When creating a resolution path, users are required to provide 1) specific guidance and 2) an example of an acceptable customer response 
• The customer response will take into account the specific guidance, example response, and initial customer message to provide a customized, high quality email.

How do you ensure auto-sent responses are high quality?

• As part of resolution path building, Assembled provides the ability to generate a response in a test environment to validate the quality of the resolution path built.
• The evaluations measure both the quality of the response (tone, style, and content) as well as ensuring that the correct tickets were selected for response.