Approved knowledge and facts
Each workflow uses the information and checks the operation has defined for that customer contact.
ResolveDesk AI | AI contact centre
Customer resolution at scale.
An AI frontline for contact-centre teams: resolve repeat demand through approved workflows, then hand complex cases to agents with the context already collected.
The service problem
Resolve repeat demand before queues grow.
Status checks, service changes, and routine requests can consume capacity even when the operation already knows the required information or next action.
ResolveDesk follows a configured resolution path so customers receive a useful outcome and agents stay focused on the work that needs human judgement.
How it works
Controlled resolution, not uncontrolled automation.
ResolveDesk applies Entellex controls to each contact-centre workflow. The workflow can be helpful without being free to bypass its scope.
Allowed access and actions
ResolveDesk works through approved systems, permissions, and actions.
Evidence and human ownership
The work completed, the next owner, and the result stay visible to the operation.
Existing environment
Fit the contact centre around your stack.
ResolveDesk is evaluated across customer channels, service systems, and the business systems behind the customer journey. Your systems of record and accountable teams remain in place.
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Customer channels
Voice, WhatsApp, chat, email, SMS, and ticketing.
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Contact-centre systems
CCaaS, telephony, CRM, ticketing, service desk, and knowledge.
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Business systems
Orders, payments, appointments, accounts, applications, and assets.
Technology and voice experienceDeployment and data postureExisting stack or new service operation
Human boundary
Handoff with the context ready.
When a customer needs a person, the agent receives the context, work already completed, reason for handoff, and the next action.
- Customer context
- Account, case, channel history, issue summary, urgency, and sentiment where configured.
- Work completed
- Details collected, approved sources checked, and actions already completed.
- Why it needs a person
- The policy, confidence, risk, or customer need that requires an agent.
- Next action
- A clear owner, queue, pending task, and next action.
Operating view
See what resolves and what stalls.
ResolveDesk makes customer demand and workflow performance visible so teams can improve the work rather than simply add capacity.
- Resolution mixResolved, escalated, stopped, reopened, and pending contacts by workflow.
- Boundary eventsWhere policies stopped work or handed a customer to a team.
- Queue ownershipThe owner, next action, risk state, and readiness of work still in motion.
Where it fits
Built for accountable service operations.
- 01
ResolveDesk for retail and ecommerce
High daily contact volume across the service systems agents already use.
- 02
ResolveDesk for financial services
Controlled resolution, reviewable evidence, and clear human handoff for regulated service work.
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ResolveDesk for healthcare
Operational patient-access work while clinical judgement and urgent care remain with people.
- 04
ResolveDesk for public service and utilities
A faster citizen path for routine requests while teams retain complex case ownership.
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ResolveDesk for internal service teams
One support front door for employees while specialist teams focus on work that needs them.
For customer service across web, WhatsApp, kiosks, branches, and other physical front doors, see BotPlus .
First workflow
Start with the pressure point.
Bring the demand, systems, boundaries, human owner, and the outcome you need to measure. We will map the resolution workflow together.
Map a resolution workflow