ResolveCX AI
ResolveCX Intelligence
Seven AI capabilities run simultaneously on every case, detecting sentiment, classifying complaints, segmenting customers, surfacing answers, summarising histories, and predicting churn. Not as separate features you configure. As a unified intelligence layer that is always on.
7 AI capabilities
Every Capability. Active on Every Case.
Each AI capability operates independently, and simultaneously. There is no configuration required to activate them. They are present in every case, across every channel, from the moment a contact arrives.
Sentiment-Based Routing
Route on emotion, not just category
Scores emotional signal on every inbound contact and routes frustrated, distressed, or at-risk customers to the right handler, before any agent manually triages.
Preventable escalations drop. High-risk contacts reach the right team in seconds.
AI Complaint Classification
Every complaint arrives pre-classified
Reads every inbound complaint and assigns a category and confidence score in under 2 seconds, so agents know exactly what they are dealing with before they open the case.
Zero manual triage. Consistent categorisation with a full classification audit trail.
Intelligent Segmentation
Different customers, different handling paths
Identifies vulnerable customers, VIP accounts, and at-risk profiles from live contact signals, then routes each to the correct handling path and SLA automatically.
Vulnerable customers reach specialist handlers. VIP accounts never enter standard queues.
Omnichannel Unified Inbox
One inbox. Every channel. One case.
Merges every inbound channel, phone, email, chat, social, SMS, into a single governed case timeline so customers never repeat themselves and agents always have the full picture.
Repeat contact rate falls. Agents work from complete history, not fragments.
Knowledge Base AI Copilot
Answers surfaced inline, before the search begins
Reads the case context on open and surfaces the most relevant knowledge base answers, policy responses, and procedural steps inline, no search query, no tab switching.
Handle time drops. Every response is policy-aligned by default.
AI Case Summarization
Every handoff starts with a complete briefing
Generates a structured summary, issue, actions taken, decisions made, and customer expectation, at every case transfer, in under 3 seconds. Context is never lost at handoff.
Handlers reach resolution faster. Customers stop repeating themselves.
Customer Churn Prediction
See who is leaving before they tell you
Scores every customer for churn risk after every case and triggers automated retention workflows when risk crosses a configured threshold, before the customer decides to leave.
Retention teams work from a live risk list, not gut feel or manual analysis.
The complete system
Seven Capabilities. One Continuous Signal.
ResolveCX Intelligence does not operate as a set of standalone features. Every capability shares signal with every other. Sentiment informs routing. Classification informs the Knowledge Base Copilot. Churn risk is updated every time a case is scored. The system sees the whole customer, not just the current contact.
Contact Arrives
Sentiment scored. Complaint classified. Customer segmented. All within 2 seconds of intake, before an agent sees the case.
Unified into One Case
Regardless of channel, the contact enters a single governed case timeline with complete history from every previous interaction.
Agent Opens the Case
Knowledge Base Copilot surfaces relevant answers inline. The agent acts on suggestions, not search results.
Case Moves Between Teams
AI generates a structured handoff summary. The receiving handler has full context in seconds, no history review, no repeated questions.
Case Resolved
Churn risk score updates based on resolution quality and sentiment trend. If the score crosses threshold, a retention workflow fires automatically.
The result
An AI that actively monitors your customer relationships, not just your inbound queue
Traditional support tools react to what a customer says. ResolveCX Intelligence reads what they mean, their frustration level, their churn risk, their expected outcome, and acts on it before any agent makes a decision. The platform is not a better ticketing system. It is an intelligence layer over your entire customer relationship.
Why it matters
ResolveCX Intelligence vs Rule-Based Automation
Rule-based tools route on what you configure. ResolveCX Intelligence routes on what the customer is actually experiencing, and updates its understanding of every customer with every interaction.
| Capability | ResolveCX Intelligence | Rule-Based Automation |
|---|---|---|
| Routes contacts on detected customer emotion | ||
| AI complaint classification with confidence score | ||
| Churn risk score on every customer profile | ||
| AI case summaries generated at every handoff | ||
| Knowledge base answers surfaced inline without search | ||
| All 7 capabilities operating simultaneously on every case | ||
| Adapts to new complaint patterns without rule updates | ||
| Segmentation-based routing for vulnerable and high-value customers |
Industry coverage
ResolveCX Intelligence Is Contextual to Your Industry
Sentiment thresholds, classification categories, churn risk weights, and knowledge base domains are all configurable to the specific complaint patterns, regulatory requirements, and customer profiles of your industry.
Telecoms
Regulatory escalation risk detection, billing dispute classification, Ofcom-readiness by default.
Financial Services
Vulnerable customer flagging, FCA-aligned complaint classification, post-complaint churn risk scoring.
Healthcare
Clinical vs non-clinical routing, patient retention risk scoring, AI summarization for regulatory submissions.
BPO & Contact Centers
Multi-client sentiment routing, handoff summarization across tiers, churn risk for managed accounts.
SaaS & Technology
Incident-triggered churn scoring, post-outage sentiment tracking, AI post-mortem summarization.
Manufacturing
Quality complaint pattern detection, CAPA summarization, distributor churn risk monitoring.
ResolveCX AI
Seven AI Capabilities. Zero Configuration Required.
Every capability in ResolveCX Intelligence is active from day one. See how the platform transforms complaint management from reactive handling into an intelligent, proactive system.