Resolve
An AI ServiceNow agent that reads the full context of a ticket, mines history for similar issues, validates the root cause against live ERP data, and returns a clear, actionable fix: end-to-end triage and diagnosis.
The Challenge
Tickets that need real diagnosis, not routing
Support tickets in a complex distribution operation rarely have obvious fixes. An "item missing from my order guide" ticket could stem from ERP setup, customer configuration, data sync, or any number of upstream causes.
Traditional automation routes and categorizes tickets, but the hard part, actually diagnosing the root cause, still fell to scarce expert time. Reaching the answer meant cross-referencing live systems and remembering whether a similar issue had been seen before.
The Process
Reasoning toward root cause
Resolve, built on Context Manager, treats a ticket as a starting point for investigation. It combines deep context, historical pattern-matching, and live validation to reach an actionable conclusion.
Understand the full context
Reads the complete context of an incoming ticket and accesses the underlying systems and code behind it.
Mine ticket history
Searches the entire history of past tickets to match recurring issue patterns and surface how similar problems were resolved.
Validate against live data
Tests its hypothesis against live ERP data: for a missing order-guide item, it checks the item’s ERP setup, confirms whether it’s configured correctly, and returns a clear fix if it isn’t.
The Solution
End-to-end triage and diagnosis
Bunzl Resolve reads the full context of a ticket, reaches into the systems and code behind it, and reasons toward the most likely root cause. It mines all historical tickets for similar issues, validates the hypothesis against live ERP data rather than guessing, and returns a clear, actionable fix to the user, turning triage into diagnosis.
The Results
From triage to fix
By combining full ticket context, history mining, and live ERP validation, Resolve moves support from routing to genuine root-cause diagnosis with actionable answers.