Resolution helps you turn AI analysis into a clear next step for your customer.
It uses the outputs from your AI Skills together with your own business rules or internal procedures to generate a structured response based on what the analysis actually found.
How does Resolution work?
Once your AI Skills have analyzed the submitted media, Resolution uses their outputs to determine the appropriate next step.
You can define instructions such as:
Approve a replacement if specific conditions are met
Ask for additional media if information is missing
Request a receipt or document
Provide troubleshooting instructions
Explain why a request is not eligible
Can I use my own business rules?
Yes.
You can add your procedures directly to the Resolution instructions or provide supporting documents through Knowledge.
For example, you could specify:
If damage is confirmed and the product is eligible → offer a replacement
If the damage cannot be confirmed → request another photo
If proof of purchase is missing → ask for the receipt
What is the difference between AI Skills and Resolution?
AI Skills determine what is visible or extract information from the submitted media.
Resolution uses those findings to determine what should happen next.
For example:
AI Skill: A tear is visible on the left sleeve.
Resolution: The damage qualifies for a replacement. Provide the customer with the appropriate replacement instructions.
Can Resolution be sent to the customer?
Yes.
You can configure Resolution to generate a customer-facing response and define the tone, structure, and instructions it should follow.
Your support team can also review the generated response before sending it.