Abstract
Users of online platforms can face different types of issues/ difficulties using the platform. Customer support and technical assistance is provided by human agents to address user queries and help resolve issues that users face. This is costly, not scalable, and prone to delays due to limitations of human knowledge. This disclosure describes the use of artificial intelligence (AI) agents to help users resolve problems in using online platforms. Per techniques of this disclosure, specialized artificial intelligence (AI) agents are employed to interpret user problem reports, identify solutions, and help users remediate the problem. The AI agents are built with the ability to discern user intent from the problem report and map it to knowledge about the platform to identify actionable solutions. A guided visual walkthrough is generated that the user can follow in a self-serve fashion to address the problem. The described techniques can reduce time to problem resolution, improve user satisfaction, enhance overall support efficiency, and are scalable to any number of users. Specialized AI agents are implemented that address different aspects of problem resolution.
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.
Recommended Citation
Garg, Kishore and Asave, Rahul, "Agentic Artificial Intelligence for Customer Support by Online Platforms", Technical Disclosure Commons, (August 07, 2025)
https://www.tdcommons.org/dpubs_series/8436