Resolute

A customer-resolution platform that connects agent workflows, operational data, integrations and accountable automation.

The problem

Resolution work crossed scattered tools, data sources and communication workflows. The platform needed to bring those pieces together while existing production services remained in use.

The response

Connect the agent-facing workflow to authorized backend actions, operational data and automation. Treat PHP modernization as part of that platform evolution, improving established services incrementally instead of presenting it as a separate project.

The workflow

1. Agent workspace
2. Authorized action
3. APIs & middleware
4. Operational data
5. Rules, retrieval & review
6. Audit & reporting

My contribution

• Agent dashboards, customer-query workflows and knowledge-management tooling.
• Interaction auditing, email classification and human-reviewed RAG resolution.
• Alert deduplication, event relevance and CRM/ticketing integrations.
• Modernization of the existing PHP backend: query optimization, modular boundaries, secure payload handling and new APIs.
• An external middleware watcher for cross-domain ticketing limitations.
• Standardized communication across business lines.

Outcomes

Self-reported scope: 8,000+ daily users, 150,000+ classified emails/day at approximately 98% accuracy, and 120,000+ screened interactions/day.

In progress: A single source of truth, cross-channel auditing, deterministic MIS analysis and workforce-management automation are in progress.

Enable JavaScript for the interactive local walkthrough.