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RESOLUTION AGENT

Resolve the ticket.
Not just reply to it.

Refunds, returns, order status, shipping. The Resolution Agent reads the order, checks your policy, takes the action, and tags the conversation — end to end, in your brand voice. There's no complexity it can't handle — multi-step, regulated, edge-case — and it reads the photos and videos customers attach to resolve the whole ticket.

Book a 30-min demo See how a ticket gets resolved

Part of the KODIF agent · Resolution, Retention & Revenue across every channel

  • +6×

    72%

    of tickets contained, end to end

  • ~40%

    < 1

    average handle time on resolved tickets

  • Always on

    24/7

    resolution across every channel

Owned by CX Zero Engineering AI accuracy at scale

IN PRODUCTION

Resolved end to end,
no human in the loop.

The Resolution Agent takes real action inside the tools you already run — reading orders, issuing refunds, generating labels, editing addresses — not just drafting a reply for someone else to send.

HELP DESK COMMERCE OPERATIONS

WHY IT MATTER

A reply isn't
a resolution.

Most "AI support" answers the question and stops — leaving the actual work, the refund, the label, the address change, to your team. The Resolution Agent finishes the job.

01

It takes the action, not just drafts a reply.

Reads the order, applies the refund in Shopify, generates the return label in Loop, edits the address — then tags and closes the conversation. The whole resolution, not half of it.

Classic Crew Neck $137
Order #48156 Delivered 2 days ago

Hi there — I received my order yesterday, but unfortunately the size doesn't fit. What's the easiest way to exchange it?

I can help with that. I found your order #48156 for the Classic Crew Neck, delivered 2 days ago.

This item is eligible for an exchange under your store policy. Which size would you like instead?

Can I exchange it for a Medium?

Done — you'll receive the label by email shortly. Once the return is scanned, your replacement will be shipped automatically.

Not just answered Return label generated Ticket resolved

02

Your policy, in plain English.

Write the rule the way you'd brief a teammate — "refund if within 30 days and not final-sale." The agent reads every ticket against it. No macros, no decision trees, no engineering.

Refund if the item is unused and purchased within 30 days  

Agent read the rule

Refund window: 30 days Condition: unused item Action: approve refund
The Aiden + Grinder Kit $666.56
Order #48156 · Delivered 12 days ago · Unopened

Refund approved

No macros No decision trees Just your policy.

03

Glass-box, not black box.

Every resolution comes with a full trace — which policy matched, which systems it called, what it did and why. You can audit and replay any conversation.

Extra Strength Energy & Focus™ $36.56
Refund issued · Return label sent
Policy matched: 30-day return window
refund created ticket tagged Save flows
Order eligible + customer request matched policy

RESOLUTION SCORECARD

See exactly what got resolved — and how.

Every conversation the agent handles is structured data: the intent, the action taken, the systems touched, the outcome. Coverage you can actually measure — and trust.

Watch resolution climb.

Resolution rate compounds as policies tighten and the agent learns your edge cases. Last month's coverage becomes next month's floor.

28% APR
41% MAY
52% JUN
62% JUL
68% AUG
72% SEP

What customers write in about.

Auto-tagged by intent on every ticket, rolled up by volume — so you can fix the upstream cause, not just the next ticket.

  • Where is my order 34%
  • Return or exchange 24%
  • Refund request 18%
  • Edit order / address 12%

Resolution by type.

Each intent, the action the agent takes, and how much it resolves on its own — no human in the loop.

INTENT ACTION TAKEN AUTO-RESOLVED
Where is my order Live tracking lookup 88%
Return / exchange Label via Loop 74%
Refund request Refund in Shopify 69%
Edit order / address Order update 82%

Hours given back.

Every auto-resolved ticket is time your team didn't spend. Logged and totalled against last month.

850hrs

93% CSAT on resolved tickets +12% MoM

END TO END

From ticket to resolved.
In one pass.

Every resolution with a problem becomes a guardrail. The agent doesn't just learn — it gets locked in.

  1. 01

    Ticket lands

    A customer writes in. The agent reads it the moment it hits your queue, on any channel.

    • Zendesk
    • Gorgias
  2. 02

    Reads the context

    Pulls the order, history, and account state — and reads any photos or video the customer attached — before it says a word.

    • Shopify
    • 3PL
    • Images
    • Video
  3. 03

    Checks the policy

    Matches the request against your plain-English rules. Eligible? Edge case? It knows.

    • Your policy
  4. 04

    Takes the action

    Issues the refund, generates the label, edits the order — directly. No copy-paste.

    • Refund
    • Label
    • Edit
  5. 05

    Tags & logs

    Tags the intent, fires a CSAT pulse, and feeds the outcome back into the agent.

    • Self-improving

SET UP

Big impact,
small lift on your end.

Setup happens mostly on our side. We handle the integrations and the data, and partner with you on the policies. Your team reviews and approves before anything goes live.

01 — Integration

We handle the connection.

The agent reads the order, checks the policy, takes the action — and tags the conversation. No complexity it can't handle, and it reads the photos and video customers attach. No escalation. No "we'll get back to you."

02 — Policy

We write the policies with you.

We review your SOPs and propose starting policies in plain English — refunds, returns, WISMO, edits. You approve them, no macros to map.

03 — Launch

You approve, it resolves.

Sandbox first, tested against your real history. Your team reviews the drafts. Once you're confident, it handles tickets end to end.

What CX teams ask before they book.

  • A chatbot deflects — it answers FAQs and hands the hard ones off. KODIF takes the action: it reads the order, applies your policy, issues the refund or starts the return, and closes the ticket end to end.

  • Within the guardrails you set, it resolves refunds, returns, exchanges, order edits, address changes, WISMO, and subscription saves — writing every change back into the systems you already run.

  • Yes. It reads multi-step requests and the photos or video customers attach — a damaged item, a wrong shipment — and reasons over them before deciding what to do.

  • 100+ ecommerce-native systems — Shopify, your helpdesk, your subscription and returns platforms — with full auth and write-back, not read-only API hits.

  • Always. CX owns the policies — written in plain English and deployed the same day. No engineering tickets to add a rule or change a workflow.

  • Every action is inspectable. You see the order it read, the policy it applied, and the step it took on each ticket — and you test new policies against your real history before they touch a live customer.

  • Pricing scales with resolutions, not seats — you pay for tickets the agent closes. Book a demo and we'll size it to your volume.

Get in touch

Stop replying.
Start resolving.

Drop in your work email. We'll run the Resolution Agent on a sample of your real tickets and show you exactly what it would have resolved — end to end.

  • Works with your current helpdesk
  • No migration required
  • Live in a week