If you’ve ever opened a resolution note and muttered, “what on earth…?” - you’re in good company. Service desk teams everywhere juggle wildly different writing styles. One update reads like a technical dissertation, the next is so short it could be mistaken for a text from your mate. Somewhere in the middle sits a masterpiece of over-explanation that could qualify as light bedtime reading.
And while variety keeps life interesting, it definitely doesn’t help:
Inconsistent resolution quality isn’t just a nuisance. It slows teams down, causes confusion, and chips away at customer trust.
Why Inconsistent Resolution Quality Happens (And Why It Hurts)
Even the strongest service desk teams have mixed writing styles. It’s natural - we’re human, not robots (well, most of us anyway).
Common problems we hear from analysts and team leads include:
- Some analysts write too technically: “Recalibrated the DNS propagation and optimised backend concordance.”
- Others write too simply: “Fixed it :)”
- Notes with no context whatsoever
- And occasionally, a full epic saga, complete with sub-plots
Charming as this might be in creative writing, it’s far less helpful in customer communication.
It leads to:
- Customers feeling confused or left out of the loop
- Analysts spending time deciphering or rewriting each other’s notes
- Ticket handling slows down
- Your knowledge base becomes a patchwork of styles
- And your overall support experience becomes inconsistent
In short, when resolution quality wobbles, trust wobbles with it, and that’s something no service desk can afford.
Enter Smart Resolution: Your Consistency Superpower
Smart Resolution an AI tool, powered by our Solvyr™ engine, designed to bring crystal-clear consistency to every resolution note, without slowing analysts down.
Think of it as a seasoned documentation expert quietly reviewing every update… minus the gentle sighing and tea breaks.
Here’s what it delivers in seconds:
- Reviews every note for clarity, completeness, and customer friendliness
- Rewrites messy or overly technical updates
- Adds clean, consistent structure, making every note easy to read
- Ensures every update meets the same high standard
- Improves team skill levels naturally, through example
And the results? Teams using Smart Resolution have reduced poor-quality resolutions from 35% to just 5% in two months. That’s not just improvement - that’s transformation.
Before and After: The Impact of Smart Resolution
| Before |
After |
| Updates vary wildly in tone, detail, and clarity. |
Updates are clear, structured, and consistently high quality. |
| Some notes are too technical, others too vague. |
Every update strikes the right balance - customer-friendly but accurate. |
| Missing context leads to confusion and follow-up questions. |
Each note explains what happened, what was done, and the outcome. |
| Analysts spend time rewriting each other’s work. |
Analysts sound aligned, confident, and consistent across the board. |
| Knowledge base becomes cluttered and unreliable. |
Knowledge articles become dependable, reusable, and easy to understand. |
Take the Next Step Toward Clearer, Consistent Resolutions
If you’re curious how AI at Sunrise is helping teams improve clarity, consistency, and customer trust, you can explore more here: AI at Sunrise
.svg){kind=icon}
.png "__img-people (8)")
