Project Story
Every technical support engineer knows the pattern: a user reports a problem, the support team investigates multiple systems, searches documentation, tries different fixes, waits for results, and finally verifies whether the issue is actually resolved.
The challenge is not always finding the answer. The real challenge is turning that answer into action.
We built ResolveAI to explore a simple question:
What if an AI agent could work alongside a support engineer and safely handle the entire incident-resolution process?
Instead of creating another chatbot that only recommends troubleshooting steps, ResolveAI acts as an autonomous IT support engineer.
When an incident arrives, ResolveAI first understands the problem and creates an investigation plan. It then delegates tasks to specialized agents that examine system health, network connectivity, authentication, application status, historical incidents, and technical documentation.
Once it identifies a likely root cause, ResolveAI can select an approved remediation and execute it inside a controlled environment.
But we wanted to solve one more important problem: How does the agent know that it actually fixed the issue?
ResolveAI therefore includes a dedicated Verification Agent. After every remediation, the system performs independent checks to confirm that the original problem has been resolved. If the remediation fails or the agent does not have enough confidence to proceed, it stops and prepares a detailed escalation for a human engineer.
This creates a complete agentic workflow:
Understand → Investigate → Decide → Act → Verify → Resolve or Escalate
The project was inspired by the repetitive, multi-step nature of technical support and the growing need for systems that can do more than generate text.
Our goal was not to replace human support engineers.
Our goal was to give them an intelligent teammate that can handle repetitive investigation and remediation work, provide evidence for its decisions, and know when human judgment is required.
Through ResolveAI, we learned that building a useful autonomous agent is not just about giving an LLM access to tools. It requires thoughtful orchestration, persistent state, controlled actions, verification, observability, and clear boundaries around autonomy.
ResolveAI represents our vision of the next generation of technical support: AI that doesn't simply tell you what to do, but safely does the work—and knows when to ask for help.
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