Compose signals
Use AI classification and sentiment alongside customer type, keywords, message type and business hours. Churn risk is also available as a decision input. AI signals can be uncertain.
RESOLVECX AIWORKFLOW BUILDER
AI Workflow Builder
AI-Powered Customer Service Workflow Automation
Bring AI signals and business rules together in ResolveCX AI Workflow Builder, then turn them into configured service actions with clear ownership. The visual workflow builder helps operations teams move beyond manual triage and uncertain handoffs without handing process design to AI.
Your rules define the route. Your people own the work.
Inside AI Workflow BuilderTurn AI classification into team ownership and a ticket for follow-up.
Full-size imageThe operations gap
A useful signal is only useful when work follows.
Service teams often have to bridge the distance between incoming context and the next accountable action by hand. That can mean repetitive triage, wrong handoffs, inconsistent SLA handling, or an important signal that never becomes follow-up.
Workflow automation makes the agreed handling path explicit: evaluate configured conditions, move work to the right place, create the record and assign responsibility. It can also account for configured hours and alternative branches, rather than assuming every case arrives in the same circumstances.
Manual triageWrong handoffsUneven SLA applicationSignals without follow-up
One shared foundation
Compose signals, rules and actions across service operations.
Workflow configuration is not only a routing feature. It connects the signals available to your process with rules your business defines and actions your teams can own.
Define the rules
Set the conditions, combinations, business-hours checks and branches that describe how your operation handles work.
Configure the actions
Route to a workstream or designated agent, create a ticket, send a configured automated response and apply an SLA policy along the defined branch.
AI can contribute a signal; it does not invent, rewrite or govern your process. Arbitrary third-party API execution is a future possibility, not a current capability.
Workflow automation in practice
Specific conditions. Explicit next steps.
See how service teams can connect customer context to the next action, from billing enquiries to social support. Explore the WhatsApp and Facebook examples below, and enlarge each workflow for a closer look.
01
Turn a service signal into owned work
When a WhatsApp message is classified as Billing & Payment Issues, route it to Billing & Refund and create a ticket for follow-up. Other messages follow a separate route to another team.
Give billing enquiries a clear owner and a ticket to track the next steps.
WhatsApp: Turn a service signal into owned workConnect billing enquiries to the responsible team and create a ticket for follow-up.
Full-size image02
Match the whole situation, not one keyword
Combine customer type, negative sentiment and an order-related keyword to recognise enquiries that need attention. For example, route a Standard customer's order enquiry to Orders, create a ticket, send an automated response and apply the relevant SLA policy.
For other enquiries, check billing and ecommerce criteria to find the relevant service team.
WhatsApp: Match the whole situation, not one keywordBring customer context, the response and service commitments into one connected workflow.
Full-size image03
Make social handoffs specific to the moment
Use sentiment, message type and business hours (09:00–17:00 UTC in this example) to decide how Facebook comments are handled. Route matching enquiries to a team, check other conditions for direct assignment to a designated agent, or use a general Support fallback.
Give social enquiries a clear next step, with team or agent ownership and a Support fallback.
Facebook: Make social handoffs specific to the momentUse message context and working hours to choose team, agent or Support handling.
Full-size imageTalk to us about the channels and workflow actions available for your service operation.
Human ownership stays in the design
A configured action is not an autonomous decision.
AI signals can help teams notice relevant context. Business owners decide what conditions matter, which actions are permitted and where human follow-up is required.
AI signals are probabilistic inputs, not decisions.
Your team defines conditions, branches and permitted actions.
The workflow follows the configured process; AI does not invent or rewrite it.
Ownership remains with the people and teams assigned to the service work.
ILLUSTRATIVE CHURN-RISK WORKFLOW
A churn-risk signal can prompt a person-owned follow-up.
Use churn risk alongside customer type to identify cases for a review team, while other enquiries continue through their usual handling path. A team member reviews the case history and decides whether outreach or service recovery is appropriate. This example illustrates a workflow you could configure, rather than a prebuilt process.
Explore customer churn predictionBring your real operating conditions
See how configured service actions could fit your process.
Explore your workstreams, conditions, ownership needs and available signals with the ResolveCX team.
Book an AI Workflow Builder demo