Tier 2 Support

Tier 2 support handles the issues that Tier 1 cannot resolve. These include complex technical problems requiring investigation, multi-step processes that deviate from standard procedures, edge cases not covered by the knowledge base, and situations requiring judgment calls about policies or exceptions. Tier 2 agents have deeper product knowledge, access to advanced diagnostic tools, and authority to make decisions like issuing exceptions or credits.

AI is increasingly capable at Tier 2 tasks: it can diagnose complex issues by analyzing system logs, identify patterns across similar cases, suggest non-standard solutions based on historical precedents, and even handle some policy exceptions within defined guardrails. Organizations are finding that AI with agent assist tools can help Tier 2 agents resolve issues 30-40% faster by surfacing relevant information and suggesting next steps.