Resolution Agent
Take customer requests through the next approved action.
PRODUCT OVERVIEW
The Multiplayer AI Platform for CX.
Build, optimize and scale AI agents for customer care and customer support.
One shared prompt workspace. Your whole team, human and Supras, together.
Get a demo
Your human team with their SUPRAS
Product overview
Build. Optimize. Scale. Together.
Explore the platform- NovaCustomer care
- OrbitAgent builder
- AtlasQuality & testing
01 BUILD / FROM EXPERTISE TO AGENT
Your best people know the work.
Build from what they know.
Bring real workflows, shared knowledge and your team’s instructions into one place. Your Supra helps shape the agent. Your people shape what good looks like.
Returns & exchanges Draft v1.3
Building together
Team-owned
One place for the way your agent should work.
Try editing this example draft.
Brand voice v3 Returns policy v2 Escalation v4
See the work behind a resolution.
EXAMPLE CASE #1048J
JamieReturns & exchanges
“My order arrived damaged.”
I received the blue jacket yesterday. The zipper is broken. Could you help me return it?
I’m sorry it arrived like that. Let me check your order and the best way to help.
Order #1048Delivered yesterdayRefund requested
- 01Understand the requestRead the conversation and identify the problem.
- 02Find the right contextCheck the order, delivery and returns policy.
- 03Spot the decisionIs the return eligible? Does it need approval?
- 04Capture the handoffKeep the context when a person takes over.
Nova noticed a useful pattern.
The policy check comes before every refund decision.
From “how I do it” to “how we do it”.
Returns policyBusiness rules · reviewed by Maya✓
Damaged-order workflowObserved with Hannah✓
Customer conversationExample case #1048✓
Keep the source, the context and the person who reviewed it.
LEARNING AGENT / PROPOSED SKILL
Handle a damaged item
Reusable knowledge for your returns agent.
- When to use it
- The customer reports an item damaged on arrival.
- What to check
- Order identity, delivery date and the current policy.
- What needs a person
- Exceptions and refunds above the approval threshold.
Explore the tabs, edit the prompt and apply a teammate’s suggestion. Illustrative screens with example data.
02 OPTIMIZE / REVIEW. TEST. IMPROVE.
Better with every version.
Reviewed together.
Try the tricky cases before your customers do. Review human and AI conversations against the same standards, then bring what you learn back into the shared prompt.
Every insight has a way back to Build.
Ready for the unexpected?
01Eligible returnNot run
02Order outside the return windowNot run
03Refund above the approval limitNot run
WHAT WE’RE CHECKING
Does the agent follow the policy, explain the next step and ask a person when it should?
3 example scenarios · no live customer data
One handoff needs review.
The high-value refund should be prepared for a team lead, never approved by the agent alone.
Review the shared promptOne standard. Human and AI.
“I found your order. I’ll check the returns policy and prepare the next step for you.”Nova · example response
Policy accuracy✓ Meets the standard
Clarity & empathy✓ Meets the standard
Human handoffNeeds a reviewer
Maya’s review
Make the approval owner explicit before we release this version.
Know what to improve next.
01Prompt
Unclear approval owner
Add the right team and handoff context to the prompt.
02Knowledge
Missing damaged-item example
Capture the exception in shared knowledge.
03Testing
Policy changed after a review
Update the source and rerun the affected scenarios.
Atlas helps the team spot the next step.
Your reviewers decide what changes.
Nova is getting ready.
One reviewed workflow. A scope your team chooses.
Read context · prepare replies
Read order details Refunds over $100Human approval
Maya owns the release.
The team reviews the scope before anything goes live.
Example only · no channels or tools are connected.
03 SCALE / GROW WITH CONTROL
Start with one workflow.
Grow from there.
Bring the same shared foundation to more customer moments. Choose the channels, set the limits and keep people involved where their judgment matters.
Routing Agent
Move exceptions to the right person, with the context.
Security & Control
Define who can edit, review and release. Set what each agent can read and do.
YOUR PEOPLE. YOUR KNOW-HOW. YOUR SUPRAS.
Your first agent
starts with your team.
Bring one customer care workflow. Let’s build from there.