Closure Agent

What it does

The Closure Agent checks a request's resolution when it is completed, and keeps watching afterwards. If the requester replies in a way that suggests the fix did not work, it flags the request for the team.

When it runs

• When a request held by one of its teams is completed.
• When the requester (the person in Requested for or Requested by) replies to a completed request, if Reopen signal detection is switched on. Replies are only considered within the Reopen requests period set in the Self Service settings.

The Closure Agent is never assigned to a request. Completing the request is what starts it.

Skills

Verification note generation

Writes a note that checks the resolution against what the requester asked for. In Auto Confirm mode, a resolution the agent judges only partly complete is handed back to the team.

In Suggest mode, Accept on a fully resolved request puts the drafted sign-off in a public note for the specialist to review. The draft mentions the requester, and nothing is sent until the note is saved. On a partly resolved request, Accept reopens the request, and adds a question for the requester only when information is needed that only the requester has. When the agent holds back a draft, its note says why and offers no Accept or Dismiss. (Available in the QA and demo environments; not yet available in production.)

Reopen signal detection

Reads a requester's reply to a completed request and judges whether the problem is back. In Suggest mode, it suggests reopening the request. In Auto Confirm mode, it reopens the request and assigns it to the specialist who resolved it, or to the team without a member when that specialist is no longer a member of the team. (Available in the QA and demo environments; not yet available in production.) It acts on a resolution at most once.

When a requester replies after the Reopen requests period, the agent makes no suggestion. It adds a public note that asks the requester to submit a new request and mention the number of the completed one. Requests in the categories Reservation, Order and Fulfillment are never suggested for reopening.

Before you begin

• Sera AI is enabled for the account in account settings.
• You have the Account Administrator or Account Designer role.

Set up

1. In the settings console, open Agent Designer and select the Closure Agent.
2. Switch on the skills you want and choose an action mode for each. Where a skill has a confidence threshold, leave it at the default to begin with.
3. Click Enable agent.
4. In the Scope section, choose the teams the agent should work for. Until you choose at least one, the agent does nothing.
5. Click Save.

Review its work

• Suggestions appear in Agent Actions in the Inbox for the request's member and team. A suggestion closes when someone takes the suggested action on the request, or can be dismissed.
• A completed request with an open reopen suggestion also appears in My Inbox of its member, or in My Team's Inbox when it has no member, with Reopen Suggested. Dismissing the suggestion on the request or in Agent Actions dismisses it in both places. The member receives the Reopen Suggested for Request email, which can be disabled under Email Templates.
• Every run, including runs that changed nothing, is listed in the Agent Audit Log in the request's Actions menu.

Limits

• The agent reopens a request only when Reopen signal detection is set to Auto Confirm.
• It cannot be selected as a request's member.

Related pages

• Agent Designer
• Team