How do you build an AI agent for automated customer support ticket resolution?

An automated support ticket agent processes incoming tickets through classification, investigation, and resolution. The agent first classifies the ticket by category, urgency, and required expertise. It searches the knowledge base for relevant articles and past similar tickets using RAG. For common issues with known solutions, the agent generates a resolution response and applies the fix through tool calls such as resetting passwords, updating configurations, or processing refunds. For complex issues, the agent gathers additional diagnostic information by querying logs and system status, generates a detailed summary with preliminary analysis, and routes to the appropriate specialist team with all context. The agent maintains conversation with the customer updating them on progress. SLA monitoring triggers escalation when resolution exceeds time thresholds. Post-resolution workflows send satisfaction surveys and update the knowledge base with new solutions. Integration with ITSM platforms provides end-to-end tracking.