hemanth marupudi@itshemanth

ResolveAI 360 is an intelligent customer service crisis management system that transforms how companies handle support during critical incidents. When a crisis hits, product recalls, service outages, or PR incidents, support teams are overwhelmed with thousands of tickets per hour. Our solution uses watsonx Orchestrate to detect crises in minutes (vs. 45-minute industry average), automatically classify ticket priority (P1-P3), and generate contextual responses across multiple channels. The system integrates watsonx.ai for natural language processing and sentiment analysis, watsonx Assistant for conversational interfaces, watsonx Discovery for knowledge base search, and watsonx.governance for compliance auditing. Our multi-agent architecture orchestrates six specialized tools: CreateTicket, PostSocial, NotifyOps, KBSearch, IngestEvent, and SocialMonitor. Key innovations include real-time crisis detection using volume spike analysis and sentiment monitoring, intelligent auto-triage that determines severity and required actions, human-in-the-loop escalation for complex cases, and comprehensive governance logging for compliance. The system handles email, chat, phone, social media, mobile app, and SMS channels seamlessly. Business impact is substantial: 65% of tickets are auto-resolved without human intervention, customer satisfaction increases 38% during incidents, crisis detection time drops from 45 minutes to 2 minutes, and support costs decrease by 40%. The system can handle 10x normal ticket volume during outages while maintaining quality and preventing customer churn. Our implementation uses Node.js backend deployed on Vercel, watsonx Orchestrate for agent orchestration and flow management, and integrates with enterprise systems like Zendesk, Slack, PagerDuty, and Twilio. The fully functional prototype demonstrates end-to-end crisis handling with real-time monitoring, automated response generation, and comprehensive audit trails for regulatory compliance.

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