AGENT 65 / 11 · RETAIL & E-COMMERCE · CUSTOMER SERVICE AUTOMATION

Tier-1 Auto-Resolution Agent

Verifies the customer and the specific request, executes it directly against back-end systems within pre-approved scope, and confirms completion — no human touch needed for routine requests.

READS FROMAccount/order data via back-end APIs

MCP SERVERCustomer Experience Data Server

MODELRouted to reasoning-tier open model

HANDS OFF TOIntent Classification & Routing Agent

RUN THE AGENT

Set your Tier-1 volume, model the auto-resolution impact

Adjust volume and auto-resolution rate and the agent recalculates handle hours saved instantly.

ASSUMPTIONS

Daily Tier-1 (routine) tickets 2400

Share resolvable via API without a human 55%

Manual handle time per ticket (min) 9

Agent handle time, auto-resolved (min) 0.5

Support agent cost per hour (£) 22

CSAT points gained from faster resolution 12

—

Tickets auto-resolved / day

—

Handle hours saved / day

—

Labor savings / day

—

CSAT uplift

Metric	Value

HOW IT WORKS

What the agent actually does

1. Verify identity and intent	Confirms the customer and the specific request — order status, email change, password reset — against account data.
2. Execute via API	Performs the requested action directly against back-end systems, within pre-approved action scope.
3. Confirm and close	Confirms the completed action to the customer and closes the ticket, or escalates if the action falls outside scope.
4. Hand off	Routes anything outside its approved action set to a human agent with full context attached, and resolution patterns to the Intent Classification Agent to expand auto-resolvable scope over time.