The IT Support Agent in Apex 2.0 leverages agentic AI to resolve user IT requests through intelligent catalog evaluation, dynamic prompting, and streamlined data collection. To ensure timely resolution of complex, sensitive, or unresolved issues, the agent can automatically escalate cases to qualified human agents, based on pre-defined criteria or explicit user requests. Special routing logic is applied for VIP users and aged tickets to further optimize user experience and support prioritization.
AI Agent fails to Resolve
After “n” configurable failed interaction steps, the IT Support Agent routes your issue to a Live Agent in the Apex application.
Example: If troubleshooting does not resolve a VPN connectivity issue after 4 steps, the system notifies you and initiates escalation.
Agent: “Since I’m unable to resolve your issue. I’m escalating your request to a human agent for further assistance. Connecting you now…” “Are you sure that you want to connect to a human agent. Yes or No”.
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User-Initiated Escalation
At any time, if you request direct help to the Support Agent, the escalation is immediately triggered. No additional troubleshooting or input is required. The chat handover to Live Agent is seamless.
Example:
User: “talk to human”, “live agent”
Agent: "Are you sure that you want to connect to a human agent" “Yes or No".
Figure: User Escalation
VIP Handling
If the system detects your VIP status, the bot proactively displays:
If the End User is a VIP User and requests Support Agent about the status on the Incident / Request then, the AIW immediately recognizes the ticket number and offers a priority support asking the user if the agent can connect with the Live Agent.
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Figure: VIP User
Aged Ticket Routing
If you have an open Incident older than 7 days and any query about that Incident is routed to a human agent on confirmation. The Agent recognizes and informs user that the ticket is aged and must be routed to Live Agent.
Notes
The default configuration is 7 days however, this is configurable by the system admin.
Whenever there's a redirection to the Human Agent, the user should be prompted or notified that they're being redirected to the human agent.
To validate this scenario, perform the following steps:
Log in to the Application as an End User.
Enter a prompt requesting an update on Incident that is older than 7 days.
Figure: Aged Ticket Routing
Ticket is routed to the Live Agent to work on the ID till its resolution.
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Figure: LAT Chat
Escalate Aged SRs
When a business user interacts with the IT Support Agent regarding a long-open SR, the system checks the SR age against a configured threshold. If the SR is considered "aged," the request is escalated to a human agent via Apex 2.0 LAT for prompt handling.
Agent performs the functionalities as follows:
Identify Aged SR Based on Configured Threshold: The system must check the age of the referenced SR against a configurable threshold (7 days). The age calculation is based on the SR creation date and the current date/time when the user query is received.
Note
The default threshold value is configurable.
Escalate to Human Agent Using Apex 2.0 LAT: If the SR exceeds the age threshold, the IT Support Agent escalates the query to a human agent using the Apex 2.0 LAT framework. Routing is performed automatically and seamlessly from the user’s perspective.
Notify the Business User of Escalation: The business user must receive a confirmation that their query is being routed to a human agent for further assistance.
Example: "Your Service Request SR123456 is older than 7 days and requires attention. You will be connected to a human agent for further support."
Logging and Traceability: All escalations and related actions is logged for audit purposes, including the SR number, user ID, timestamp, and routing details.