Dispute Resolution Agent

Agent Description:

The Dispute Resolution Agent is an AI-driven system that automates the resolution of customer disputes by gathering incoming tickets, classifying issues, referencing internal company policies, and supplementing with web-based insights when necessary. It ensures faster, contextual, and accurate dispute handling without human intervention unless escalation is required.

Purpose and Components
  • Purpose: To automate the intake, classification, and resolution of customer dispute tickets using structured workflows and a combination of internal policy knowledge and real-time external data.
  • Components:
    • An intake agent to receive and validate dispute tickets.
    • A categorization and policy resolution agent to match tickets with internal SOPs.
    • A summarization and fallback agent to finalize the solution or fetch external information if needed.
Supported Capabilities
  • Automatically ingest customer dispute tickets from external systems.
  • Validate and structure dispute ticket data for downstream processing.
  • Categorize disputes into standard issue types for easier resolution.
  • Resolve issues using internal Standard Operating Procedures (SOPs) where available.
  • Conduct web searches if internal policies don’t address the issue.
  • Generate final response summaries tailored for customer communication.
  • Escalate only when no solution can be confidently generated.
LLM Used
  • Google Vertex
    Note: To learn more about the LLM and to modify its behavior, refer to the Configuring LLM settings section.

Sub-Agents

1. Receive Inquiry Agent

  • Role:Inquiry Receiver.
  • Scope: Acts as the first touchpoint by listening to ticket intake endpoints and organizing raw data.
  • Description:This subagent simulates a GET-based listener for dispute tickets submitted by customers. It parses incoming JSON data—typically from files like ticket.json—to ensure it is valid, and extracts essential fields such as ticketID, userID, and description. The structured data is then passed to the categorization layer for further processing.
  • Tools used: GET Request Tool
  • LLM Used: Google Vertex (inherits from parent).

2. Categorize and Find Solution Agent

  • Role: Solution Categorizer.
  • Scope: Matches dispute descriptions to known categories and internal procedures.
  • Description: This subagent analyzes the structured ticket details and classifies them into categories such as Billing Error, Payment Failure, or Service Glitch. It then queries a RAG-enabled internal policy knowledge base to identify if there’s a documented resolution. If a match is found, the corresponding resolution is passed downstream. If no internal policy covers the issue, the agent explicitly flags that a web search is required.
  • Tool Used: MCP Client Tool
  • LLM Used: Google Vertex (inherits from parent).

3. Summarize and Search Agent

  • Role: Content Summarizer.
  • Scope: Summarizes the resolution or performs an online search if necessary.
  • Description: This final subagent receives output from the Categorize and Find Solution Agent. If a policy-based resolution is provided, it rewrites it into a concise, customer-ready response. If no internal solution exists, it uses the Google Search Tool to find relevant, real-time information (for example, platform outages, payment gateway issues). The final answer includes source-based context and, if derived from the web, is prefixed with a disclaimer. If all sources fail, the issue is flagged for manual escalation.
  • Tool Used: Google Search
  • LLM Used: Google Vertex (inherits from parent).
Tools Used:
  • MCP Client Tool: for structured file handling and routing
  • GET Request Tool : to get the ticket as a get request
  • Google Search : to find relevant, real-time information (for example, platform outages, payment gateway issues)
Note: For details on modifying the Tools, refer Tools Library section.
Agent Workflow Behavior Summary
  • The Receive Inquiry Agent ingests dispute tickets and formats them into a structured format.
  • The Categorize and Find Solution Agent classifies the issue and checks for internal SOP matches.
  • If a resolution exists, it is passed to the Summarize and Search Agent for response generation. If not, this agent conducts a web search or escalates if necessary.
  • The customer receives a final response with either a recommended resolution or a note indicating further investigation by a human team.
Sample Questions:
  • I was charged twice for the same transaction - can you investigate
  • Why was my refund denied, and what can I do next?