Conversational UX
Case-Closing Resolution
Case-closing resolution means a customer request is fully solved without handover to a human agent. The AI agent understands the request, executes the process, and confirms the outcome.
Also known as: Fallabschließend, First Contact Resolution
What case-closing means in practice
Classically, anything beyond what an FAQ bot can do creates open tickets, callbacks, or email ping-pong. Case-closing means the customer gets the answer or the result in the same conversation, from a binding delivery date to a contract change.
What it takes
- The AI agent needs access to relevant back-end systems
- Processes modeled and executed as BPMN
- A knowledge base with RAG for fact-grounded answers
- Safe handover to a live agent when a case exceeds scope
Case-closing at LoyJoy
RTL+ resolves 98 percent of requests fully automatically, and 1. FC Köln reduces email volume by 70 percent.