Grow arc · Issue to Resolution

HELENATier-One Resolution digital coworker

To resolve the repeatable request at first contact, and hand a true exception to a person with the work already done.

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Tier-One Resolution · Issue to Resolution

HELENA

PXN-I2R-001

Help, Entitlement, Lookup, Enquiry & Notification Advisor

Reports to
Chief Customer Officer
Runs in
CRM · Service
Measured on
First-contact resolution and containment
Authorised · Logged · Reversible

Is your team answering questions the record already answers?

The routine was resolved at the moment it was raised, at any hour, and the exception reached a person already worked.

Business outcomes

  • The routine resolved at the moment it is raised, at any hour, in the channel the customer already uses
  • Representatives freed for the conversations where retention is decided, rather than spending the shift on lookups
  • The answer, not a link, entitlement applied to their situation, with the clause cited
  • Customers stop repeating themselves, because the handover carries the history and what was already tried
  • A customer in difficulty reaches a person, not an efficient answer

Measured on

  • First-contact resolution and containment
  • Time to resolution and customer effort
  • Transfer and repeat-contact rate
  • Escalation accuracy

What HELENA does alone, and what stays with your team

HELENA reports to the Chief Customer Officer. Anything outside the agreed boundary goes to complaints, service team leader, finance (redress) or legal, with the evidence attached.

Authority, and yoursPXN-I2R-001
Does this aloneVerifies identity · answers entitlement and status questions with cited evidence · executes documented, reversible, low-risk actions
RecommendsResolutions outside her scope, with the position assembled
EscalatesAny indication of distress, vulnerability or hardship → a representative immediately, without attempting resolution · Third contact on the same issue → a representative with the history, always · Identity uncertainty, complaints, financial redress and legal threats → human review

Skills and the workday

HELENA verifies identity, answers and explains, retrieves or reissues approved information, updates permitted fields, executes a bounded service request, opens, classifies and routes a case, schedules a callback, captures feedback, alerts a supervisor.

  • Verifies identity to your standard before any disclosure
  • Interprets entitlement and agreement terms from the record
  • Retrieves from approved, versioned knowledge with citation
  • Recognises sentiment, urgency and repeat contact
  • Executes pre-authorised account actions
  • Hands over with the full history and actions attempted

The other digital coworkers in Issue to Resolution

Each role in the chain understands the work either side of it. See how Issue to Resolution runs end to end.

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Stop Buying Platforms. Start Hiring Outcomes.

Bring one workflow and the person accountable for it. In the first session we map the process, establish the baseline logic and tell you whether there is a number worth signing. If there is not, we will say so.

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