# Support conversation resolution and escalation

Source: https://altivusops.ai/use-cases/support-conversation-resolution-and-escalation/
Last modified: 2026-10-13

> Resolves refunds, returns, and account updates against the CRM and knowledge base, answering clarifying questions across multiple turns. A support representative reviews any case involving fraud, disputes, or policy exceptions.

An AI workflow Blueprint — a documented use case for Customer Service in Financial Services. Complexity: Standard. Deployment: Platform-native.

## The problem

Customer support is high-volume and repetitive: order status, refunds, returns and account changes. Volume spikes mean long waits or temporary staff, and most of an agent's day goes to requests that follow the same rules every time.

- Routine refunds, returns and account updates fill the queue
- Volume spikes create long waits for every customer
- Scaling support means hiring in proportion to volume
- Complex cases wait behind routine ones

## The solution

A support workflow holds the conversation, checks the knowledge base and the customer's account, resolves routine requests and escalates anything outside policy.

1. Reads the customer's message and asks clarifying questions across multiple turns
2. Checks the knowledge base and the customer's account status
3. Determines the request type: refund, account update or return
4. Resolves the request against the CRM and payment systems, or escalates it
5. Sends the customer a confirmation

## Where people stay in control

- A support representative reviews any case involving fraud, disputes or policy exceptions
- Out-of-scope requests hand off to the human team with the conversation attached
- Refund and account rules come from the company's own policies

## Systems and data

The workflow reads the knowledge base for policy answers, the CRM for account details and history, and payment systems for refunds. Every action is recorded against the customer's account.

- CRM
- Knowledge base
- Payment systems

## Results

- 2.3 million conversations handled in the first month of the documented deployment
- 50 percent of queries resolved instantly, with resolution time 25 percent faster
- Customer satisfaction matched human agents, with output equivalent to 700 full-time agents

## Why platform-native

Routine resolutions follow the company's written policies, and every exception goes to a person. It runs well platform-native, directly on the model platform with Altivus providing monitoring and governance.

## Frequently asked questions

### Can AI process customer refunds?

Yes, for requests inside the company's refund policy. It checks the account and processes the refund, and cases involving fraud, disputes or exceptions go to a representative.

### Do customers get worse service from an AI agent?

In the documented deployment, customer satisfaction matched human agents while resolution time improved by 25 percent.

### What does the AI hand to a person?

Anything involving fraud, disputes or policy exceptions, plus any request outside its scope, with the conversation attached.

## Related Blueprints

- [AML case evidence assembly](https://altivusops.ai/use-cases/aml-case-evidence-assembly/)
- [Chargeback claim translation and analysis](https://altivusops.ai/use-cases/chargeback-claim-translation-and-analysis/)
- [Vendor contract review assistant](https://altivusops.ai/use-cases/vendor-contract-review-assistant/)

[Discuss this workflow](https://altivusops.ai/strategy-call/?workflow=support-conversation-resolution-and-escalation)

[Back to the Blueprint library](https://altivusops.ai/use-cases/)

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