Escalation agent
Escalation Agent: Rapid, context-aware resolution for high-priority issues.
Publisher
Capgemini Technologies
Industry Type
Manufacturing
Product Details
This agent handles escalations and assigns technicians for unresolved or high-priority internet issues, aiming for fast, context-aware resolution. It selects technicians without human input, using access to user and issue details and prioritizing urgent cases automatically. The get_available_technicians tool retrieves the technician pool and availability, assign_technician assigns a technician and generates a ticket ID, and log_agent_interaction keeps actions traceable for compliance.
It is built for customer support teams and technical support technicians in telecommunications who handle internet issue escalations, and it is built with ADK. By assigning technicians autonomously, it is expected to decrease resolution time for high-priority internet issues and improve customer satisfaction.
Key Use Cases
Autonomous Telecom Field Dispatch
Leverages ADK tools to automatically assign certified field technicians to urgent network outages based on real-time location and skillset.
Auditable High-Priority Escalation Management
Prioritizes severe internet service disruptions, handles automated ticketing, and maintains traceable interaction logs for SLA compliance.
Explore detailed deployment path
Requires Gemini. Access integration prerequisites, specialized agent configuration guides, and implementation documentation.