Resolution Replay Loop
Verified Knowledge + Fixlets + Deflection Quality Score
Close the knowledge-to-resolution feedback loop by converting solved work into verified knowledge, "Fixlets" (one-click fix actions), and a Deflection Quality Score that optimizes good deflection---not just volume.
Target Segments
- Primary: IT (service desk + IT ops) at 2k-10k employeesWhere deflection and automation ROI is measurable
- Secondary: HR/Finance knowledge domainsWith strict permission boundaries (policy/benefits, procurement FAQs)
Why Now
- • "Shift-left with knowledge + automation" and "measure deflection quality" are explicit trends in the category
- • Atomicwork already does auto-generated knowledge and suggests verified answers from resolved requests
- • Competitors have pieces but not closed loops with quality measurement
- • Buyers want to prove deflection actually solved problems, not just avoided tickets
Objectives
Increase Good Deflection
Not just deflection volume---focus on quality
Convert Resolutions into Verified Knowledge
Rapidly create knowledge packages from resolved work
Turn Knowledge into Action (Fixlets)
Actionable fixes runnable within Slack/Teams
Maintain Governance
Human approval, audit trails, permissions-aware content
User Personas
Employee Requester
An answer that actually fixes the problem
Agent
Fewer repeat tickets + less KB writing overhead
Service Desk Manager
Improved deflection and lower cost per ticket
IT Admin / Knowledge Owner
Governance, approvals, versioning, permission boundaries
Functional Requirements
Core capabilities required to deliver on the stated objectives.
Deflection outcome capture
Resolved / Still need help recorded and linked to session
Deflection Quality Score
System labels deflection as good/bad based on defined rules (reopen, feedback, ticket creation)
Auto-draft KB article from resolved ticket
Draft created within 5 minutes of ticket resolution
Review + approval workflow
Draft cannot publish without approver; decision logged
KB surfaced in Slack/Teams with citations
Answer includes source references; respects permissions
Fixlet attachment to KB
KB entry can include a Fixlet pointer (action template ID)
"Run Fixlet" in Slack/Teams
When user confirms, action runs and outcome is posted + logged
Analytics dashboard for deflection + quality
Dashboard shows deflection rate + quality split by intent
Auto-detect "unhelpful themes"
System proposes KB/Fixlet candidates based on repeat patterns
Versioning + rollback for KB and Fixlets
Admin can roll back to prior version in 1 click
KB freshness signals + expiry
Articles prompt review after N days or upon repeated failures
Multi-source citation rendering
Answer shows which source each step came from (SharePoint/Confluence/etc.)
Autonomous publish for low-risk drafts
Only allowed for whitelisted intents with high acceptance rate
A/B test answer variants
System can route % traffic to variant and compare quality
Multi-language KB generation
Supports N languages with review workflow
Success Metrics
| Metric | Baseline | Target | Change |
|---|---|---|---|
| Deflection | TBD (pilot baseline) | +10-20 percentage points | |
| MTTR | TBD (pilot baseline) | 10-25% reduction | |
| SLA Compliance | TBD (pilot baseline) | +5-10 percentage points | |
| Cost per Ticket | TBD (pilot baseline) | 15-30% reduction | |
| Good Deflection Rate | Pilot baseline | +10-20 percentage points | |
| Bad Deflection Rate | Pilot baseline | Not worse than baseline (goal <=3%) |
Rollout Plan
Alpha (Internal)
Run KB draft generation on internal tickets; evaluate acceptance rate and hallucination risk.
Pilot
Top 5 intents (password resets, VPN access, MFA reset, DL membership, common SaaS access). KB drafts + review workflow, Slack/Teams answers with citations, outcome capture, 1-2 Fixlets.
Beta
Expand to 15-20 intents. Add KB freshness scoring + auto-review prompts. Expand Fixlet library.
GA
Stable good deflection lift without bad deflection regression. Fixlet execution success >=95%. KB freshness workflow adopted.
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