Live Agent Transfer

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.

Escalating Aged SRs

This enhancement extends the existing human agent escalation logic to include SR-based triggers based on the request age. 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:

• Detect User Query Related to Open SR: The IT Support Agent must recognize when a user raises a query about an open Service Request (SR) during chat interaction. Supported query patterns include direct references to the SR number or contextually linked questions about the SR.
  

• 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.

To validate the scenario, perform the following steps:

1. Log in to the Application as an Analyst.
   

2. Enter prompt to query about a Service Request.

   User Prompt: Provide an update on SR123
   

3. AI Agent will check the age of the ticket and direct the user to a human agent on confirmation.
   
   AI Agent: The service request has been open for 5 weeks, which requires special attention. I’m connecting you with a human agent who can better assist with this case. Are you sure that you want to connect to an human agent? ‘Yes’ ‘No’.
   
   Figure: AI Agent Response