What is AI Auto-Resolve?
AI auto-resolve is a system that automatically answers routine customer questions using your knowledge base, then closes the ticket — without human intervention. It handles the repetitive 60% of support volume (pricing, policies, setup steps) so your team focuses on the complex 40%.
Quick answer
AI auto-resolve reads a customer's question, finds the relevant knowledge base article, drafts an answer, checks it for accuracy, and sends it — all in seconds. If it's not confident, it skips auto-resolve and routes to a human with a draft already prepared.
The 7-layer guardrail
- Escalation rules — Skip if VIP, angry, or billing dispute.
- KB retrieval gate — Skip if no relevant article with high similarity.
- Disambiguation — Ask back instead of guessing when a question has two meanings.
- Grounded generation — Only cite retrieved articles, never invent.
- Verification — A second model checks the draft against the source.
- Source citation — Every reply ends with "Sources: [article title]."
- Outcome tracking — Log whether the customer was satisfied or escalated.
What auto-resolve handles well
- Pricing and plan questions
- Shipping and return policies
- Setup and onboarding steps
- Password resets and account access
- Feature availability ("Do you have X?")
What it never handles
- Angry or escalated customers
- Refund and billing disputes
- VIP or enterprise accounts
- Questions with no matching knowledge base article
- Anything requiring human judgment or empathy
Frequently asked questions
What is AI auto-resolve?
AI auto-resolve is a system that automatically answers routine customer questions using your knowledge base, then closes the ticket — without human intervention. It only responds when it's confident and always cites its sources.
Is AI auto-resolve safe?
It depends on the guardrails. Protodesk uses a 7-layer guardrail: escalation rules, KB retrieval gate, disambiguation, grounded generation, verification, source citation, and outcome tracking. The AI never sends a reply it can't verify against a source.
What happens if AI auto-resolve gets it wrong?
The customer can reply to escalate. Every auto-resolved ticket is tracked for follow-up. If the customer replies unsatisfied, the ticket reopens and routes to a human with full context.