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playbook

Issue To Resolution

Issue resolved, customer retained, and lesson captured for prevention

A customer complained.

When to run
"Customer reports a problem, complaint, or service failure"
Time saved
~Hours to days depending on severity manual → automated with agent assistance
How often
Per trigger event
Compounds
Each run refines templates and context — 2 automated steps improve with accumulated data

How it runs

  1. escalation-routing → assess severity, classify issue, determine routing and urgency
  2. Acknowledge issue to customer within SLA window — confirm receipt and expected timeline
  3. Implement fix or workaround — resolve the immediate problem
  4. Confirm resolution with customer — verify satisfaction, document what was done
  5. client-health-tracker → update health score, flag if at-risk, log recovery action

What it needs

  • Customer name and client_id
  • Issue description (what happened, when, impact)
  • Severity assessment (critical / major / minor)
  • Any prior communication about the issue
  • Desired outcome from customer's perspective

What you get

  • Severity Decision.md
  • RCA Document.md
  • Resolution Record.md
  • Health Score.md
  • Lessons Log.md