Prevent / Care
Post-resolution follow-up
Support said "it should be sorted in a few days" — the agent is the one who actually comes back to check.
What it does
Most support conversations don't end with a resolution; they end with a promise. The refund will take a few days, ops gave an ETA, a bug ticket was filed. Then nobody comes back, and the customer either writes in again — a second ticket about the same problem — or quietly concludes the brand doesn't care. Whenever a resolution has a lag, the agent schedules its own follow-up and returns to close the loop: "did the problem actually get resolved?", or "we fixed the thing you flagged." A complaint handled this way converts into loyalty, and the repeat contact never happens.
How it works
- 1Trigger. a conversation closes with an open loop — a refund in flight, an ops commitment with a 48-hour ETA, a bug ticket filed — and the agent registers a follow-up with a due time tied to that promise.
- 2Decision. when the follow-up comes due, the agent checks system state first: did the refund settle, was the ETA met, did the fix ship? It picks the right message accordingly — confirmation, a check-in question, or an apology with escalation — and a judge reviews it before send.
- 3Action. the message goes out on a channel the client owns: a check-in three days after a refund was issued, or a personal "we fixed what you flagged" the moment the bug ships.
- 4Follow-through. if the customer came back first or the loop visibly closed, the stale follow-up is cancelled rather than sent. If the answer is "still broken," the case escalates to a human with the full history. Every closed loop is logged, so deflected repeat contacts are measured, not assumed.
Configuration
How the agent is wired for this use case.
- Helpdesk / ticketing system · read the conversation history and the specific promise, log each closed loop
- Issue tracker · check whether the filed bug shipped
- Payment provider / OMS · check resolution state (did the refund settle, was the ETA met)
- Scheduling system · register the follow-up and fire it when due
- Messaging channel · send the confirmation, check-in question, or apology when the follow-up comes due
What you need
The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.
Signals
conversation-close events carrying an open commitment (refund pending, ETA given, bug ticket reference), resolution events (refund settled, ticket status change, fix deployed)
Data
the conversation history and the specific promise made, customer channel preferences and consent state
Guardrails
judge gating on every scheduled message; automatic cancellation when the customer returns first or the loop has visibly closed; frequency caps; escalation path when the answer is "still not fixed"
Metrics it moves
- ticket-deflectionup: an outbound that closes the loop means the second inbound about the same issue never arrives
- csatup: the customer experiences a brand that remembered and came back unprompted
- churndown: complaints turned into loyalty instead of quiet exits
Related use cases
See it on your own customer journey
Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.
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