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.

See In Action

ONE ARCHITECTURE, EVERY WAY TO CONSUME IT

Built to be composed, not just integrated

SCHAMAN's specialist resolution capabilities are exposed through a single governed architecture. Operators can runit as a complete resolution platform, invoke individual capabilities from their own enterprise AI stack, or combine both— without duplicating context, governance or observability across systems.

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 needs them

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

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.

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.

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.

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

General 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 PLATFORMS

SCHAMAN RESOLUTION INTELLIGENCE

Conversation, productivity and general task orchestration

Primary role

Specialist troubleshooting and operational resolution

Enterprise knowledge, retrieval and prompts

Knowledge model

Real-time customer, service, topology and resource context

Generic reasoning over available information

Diagnosis

Sequenced tests, dynamic troubleshooting and root-causeidentification

Generic tools and enterprise APIs

Execution

Contextual, policy-controlled telco actions and verified resolution

Conversation and task optimisation

Learning

Resolution optimisation, NFF discovery and operational signaldetection

Typically the top-level orchestration platform

Deployment

Complete platform, specialist resolution layer or hybridarchitecture

Generic platformsConversation, productivity and general task orchestration

Schaman Resolution IntelligenceSpecialist troubleshooting and operational resolution

Generic platformsEnterprise knowledge, retrieval and prompts

Schaman Resolution IntelligenceReal-time customer, service, topology and resource context

Generic platformsGeneric reasoning over available information

Schaman Resolution IntelligenceSequenced tests, dynamic troubleshooting and root-causeidentification

Generic platformsGeneric tools and enterprise APIs

Schaman Resolution IntelligenceContextual, policy-controlled telco actions and verified resolution

Generic platformsConversation and task optimisation

Schaman Resolution IntelligenceResolution optimisation, NFF discovery and operational signaldetection

Generic platformsTypically the top-level orchestration platform

Schaman Resolution IntelligenceComplete platform, specialist resolution layer or hybridarchitecture