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Resolution Intelligence Architecture

An open architecture for resolution intelligence

One composable architecture exposes SCHAMAN's specialistresolution capabilities to customer channels and to enterpriseagentic platforms alike — through a governed gateway, notdirect system access.

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A SPECIALIST LAYER FOR ENTERPRISE AI

Add deep troubleshooting where general agentic platforms stop

SCHAMAN does not need to replace the operator's enterprise AI architecture. Its capabilities can operate independently, as an end-to-end platform or as specialised resolution services exposed to higher-level agentic systems.

Specialised by design

Built for service diagnosis, technical troubleshooting, root-cause identification and operational resolution.

Composable by use case

Consume individual capabilities or deploy the complete platform depending on each customer journey or operational process.

Open to the wider AI ecosystem

Use SCHAMAN directly from channels or invoke its specialist capabilities from enterprise AI platforms through A2A, MCP or APIs.

CORE PLATFORM CAPABILITIES

Five specialist capabilities. One shared resolution foundation.

Each capability can be used independently, combined with others or deployed as part of the complete platform. The resolution capability gateway exposes them consistently to channels, operational applications and higher-level agentic platforms, while all capabilities share the same security, governance and observability foundation.

Resolution capability gateway

Publishes specialist resolution capabilities to channels, operational applications and enterprise agentic platforms through interfaces, APIs, A2A and MCP — one consistent access model however they are consumed.

Secure data & action context orchestrator

Builds a governed, real-time operational model for each customer and resolution moment, exposing only the context, diagnostics and actions relevant to the current situation.

AI troubleshooting & resolution framework

Coordinates specialised agents that diagnose root causes, adapt troubleshooting strategies dynamically and execute the most appropriate resolution path.

AI learning & experience signal hub

Optimises resolution journeys using reopening signals, identifies no-fault -found situations and detects large-scalechanges in customer behaviour that may reveal emerging service issues.

Autonomous resolution engine

Executes proactive resolution policies triggered by anomaly detection, external network events or continuous monitoring rules — mitigating root causes before they create customer contacts.

Deploy the capabilities each use case needs

The same specialist troubleshooting and resolution capabilities can be consumed directly by customer-facing channels, invoked by enterprise AI platforms or deployed though a hybrid architecture

Microsoft Copilot A2A Direct channel interfaces MCP Enterprise AI platforms Amazon Bedrock
Direct Resolution Platform

Publish directly to customer and operational channels

Use SCHAMAN across IVR, call centres, field service, digital channels and assisted applications through graphical interfaces or APIs, with Schaman providing the access and orchestration model.

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Specialist Resolution Layer

Extended enterprise agentic platform through A2A, MCP or APIs

Allows general-purpose orchestration platforms to invoke Schaman troubleshooting and resolution services through A2A, MCP or standard APIs, depending on the architecture and use case.

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Hybrid Architecture

Combine direct and higher-level orchestration

Use Schaman directly for some channels and processes while exposing specialist capabilities to enterprise AI platforms for other use cases — all on one resolution foundation.

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WHY THIS REQUIRES AN ARCHITECTURE, NOT A WORKFLOW

Built around governed capabilities, not a single monolithic agent

Complex resolution requires more than prompts, tools and enterprise knowledge. It requires contextual diagnosis, governed execution, continuous learning and the ability to act before customer impact becomes contact demand.

CONTEXT

Context is orchestrated, not retrieved

Customer, service, topology, resource and history data are assembled dynamically for each resolution moment.

Troubleshooting

Diagnosis is specialised, not prompt-driven

Agents sequence tests, interpret intermediate results and move from symptoms to technical root causes.

EXECUTION

Resolution is governed, not direct API access

Agents operate over policy-controlled context and mediated actions, without unrestricted access to underlying systems.

Learning

Learning improves operations, not only conversations

Reopenings, NFF cases and mass behaviour signals improve resolution journeys and reveal new operational issues.

ONE GOVERNANCE MODEL ACROSS EVERY CAPABILITY

Security and observability, built into the architecture

Whether capabilities are used independently or as a complete platform, every context, decision and action is governed by the same policy, traceability and auditability foundation.

Security & compliance

Policy-driven access control, zero direct API exposure and a secure-by-design architecture aligned with GDPR, ISO 27001/27017/27018 and the EU AI Act.

Observability & traceability

Full visibility into every interaction, decision and action, with replay and audit trails across the resolution lifecycle.

BUILT BEYOND GENERAL-PURPOSE AGENTIC PLATFORMS

Generate AI coordinates. Schaman diagnoses and resolves

Schaman complements horizontal agentic platforms with the operational depth required for complex telco troubleshooting, verified resolution and proactive mitigation.

Generic AI platforms
Schaman Resolution Intelligence
Primary role
Conversation, productivity and general task orchestration
Specialist troubleshooting and operational resolution
Knowledge model
Enterprise knowledge, retrieval and prompts
Real-time customer, service, topology and resource context
Diagnosis
Generic reasoning over available information
Sequenced tests, dynamic troubleshooting and root-causeidentification
Execution
Generic tools and enterprise APIs
Contextual, policy-controlled telco actions and verified resolution
Learning
Conversation and task optimisation
Resolution optimisation, NFF discovery and operational signaldetection
Deployment
Typically the top-level orchestration platform
Complete platform, specialist resolution layer or hybridarchitecture

Add resolution intelligence to your AI architecture

Deploy SCHAMAN as a complete customer resolution platform or integrate its specialist troubleshooting, learning and autonomous resolution capabilities wherever your enterprise AI architecture needs them.

Ready to transform your customer service with Resolution Intelligence?

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