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Handling of Support Cases by AI Agent

  • September 18, 2025
  • 4 replies
  • 50 views
SakthiVel
Navigator | Tier 3
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I’ve noticed that whenever I raise a support case, it is handled by the AI agent and I usually get documentation links as responses. I generally go through the documentation before raising a case, so this doesn’t help much in resolving my issue.

Even when I update the case requesting human interaction, it still doesn’t seem to move to a support engineer.

I’m not entirely happy with this experience and wanted to check how others are handling similar situations. Is there a way to directly escalate a case to a human agent when needed?

Thanks in advance for any suggestions.

Best answer by SakthiVel

I can do that for P3 and P4 tickets and for P1 and P2 i need a human intervention at the earliest.

Does the AI Agent enabled to handle the support cases for all the customers or specific customers , because i don't see any such post regarding this issue i’m facing

 

Hi ​@SakthiVel,

 

What is the type of Support Plan your organization has with AA? Because, the support can vary based on this.

 

https://www.automationanywhere.com/customer-support

Gold Plan. i received an update the from team that tickets are handled by the AI agent with Gold Plan

Lets Connect - https://www.linkedin.com/in/sakthivel-palanisamy-08152833/
    Zaid Chougle
    Lu.Hunnicutt

    4 replies

    Aaron.Gleason
    Automation Anywhere Team
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    • Aaron.Gleason
    • Automation Anywhere Team
    • September 18, 2025

    ​@SakthiVel Post here. Most of us are humans. If this is something that should be escalated, we can help. 

    Lu.Hunnicutt
    SakthiVel
    Navigator | Tier 3
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    • SakthiVel
    • Author
    • Navigator | Tier 3
    • September 19, 2025

    I can do that for P3 and P4 tickets and for P1 and P2 i need a human intervention at the earliest.

    Does the AI Agent enabled to handle the support cases for all the customers or specific customers , because i don't see any such post regarding this issue i’m facing

    Lets Connect - https://www.linkedin.com/in/sakthivel-palanisamy-08152833/
    Padmakumar
    Premier Pathfinder | Tier 7
    Forum|alt.badge.img+15
    • Padmakumar
    • Premier Pathfinder | Tier 7
    • September 19, 2025

    I can do that for P3 and P4 tickets and for P1 and P2 i need a human intervention at the earliest.

    Does the AI Agent enabled to handle the support cases for all the customers or specific customers , because i don't see any such post regarding this issue i’m facing

     

    Hi ​@SakthiVel,

     

    What is the type of Support Plan your organization has with AA? Because, the support can vary based on this.

     

    https://www.automationanywhere.com/customer-support

    Padmakumar
    SakthiVel
    Navigator | Tier 3
    Forum|alt.badge.img+8
    • SakthiVel
    • Author
    • Navigator | Tier 3
    • Answer
    • September 25, 2025

    I can do that for P3 and P4 tickets and for P1 and P2 i need a human intervention at the earliest.

    Does the AI Agent enabled to handle the support cases for all the customers or specific customers , because i don't see any such post regarding this issue i’m facing

     

    Hi ​@SakthiVel,

     

    What is the type of Support Plan your organization has with AA? Because, the support can vary based on this.

     

    https://www.automationanywhere.com/customer-support

    Gold Plan. i received an update the from team that tickets are handled by the AI agent with Gold Plan

    Lets Connect - https://www.linkedin.com/in/sakthivel-palanisamy-08152833/
    Aaron.Gleason
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