Warranty & RMA Triage AI Agent

What this agent does

Carries the claim to the decision, never past it

Claim intake from the service desk, RMA portal, retailer returns feed or supported ticketing and case systems.

Serial, model and build-date normalisation, with the purchase evidence each value was read from.

Reason

Jurisdiction of sale identified first, because the rule set that applies turns on it.

Warranty terms configured for that market, read against the claim as stated.

Fault description, photographs and diagnostic output gathered into one file for the decision.

Decide

Third-party parts and outside repairs marked, never read as a reason.

Statutory-right questions raised, not answered by the agent.

Out

Retention of the claim, the terms applied, the file and the adjudicator's decision.

Write actions run only inside the approval boundaries agreed during implementation.

→ Product statement

The agent assembles the claim and proposes; the named adjudicator decides coverage, and the warrantor answers for the outcome.

Example workflow

One claim, intake to decision

AgentHuman

1Claim receivedService desk, RMA portal, retailer return or support case

2Record assembledSerial, build date, purchase evidence, fault description and the jurisdiction of sale

3Terms read against itCoverage window, covered faults and remedy position

4Controls appliedJurisdiction rule set, prohibited-reasoning checks, causation flags and confidence threshold

No human action required

Stages 1 to 4 run unaided, and no claim is refused at any of them — the agent is building a file, and the adjudicator's lane opens at the confidence gate.

5DecisionBranches at the confidence threshold

High confidence

Goes to the warranty adjudicator.

Low confidence

Picks up a policy read first.

Adjudicator decision

The claim is held with its file, the terms applied and the confidence.

Approve · Amend · Send to warranty review

Approved — RMA released▼

6Service systems updatedOnly where write access and approval policy allow it

7Outcome evaluatedDecision consistency, adjudicator overrides, appeal outcomes and reopened claims

Overrides

Every adjudicator override is counted in the evaluation.

What should not run autonomously

Human approval stays in control

Outside the boundary — human approval required8 items

Refusing a claim or closing it as not covered.

Deciding what caused the fault.

Weighing a third-party part or an outside repair.

Anything that turns on a statutory right.

Automation boundaryAgent acts unaided

✓Assemble the claim file from the record and what the customer sent.

✓Read the warranty terms configured for that market.

✓Show the coverage window and the evidence behind it.

✓Flag what the adjudicator must weigh, and hold the claim for them.

Any write happens inside the boundaries agreed at implementation, never ahead of a decision.

Telling a customer their cover has ended.

Any claim carrying a burn, fire or swelling report.

Choosing the remedy — repair, replacement or refund.

Changes to warranty terms or jurisdiction rules.

Example output

One claim, annotated

Everything the agent assembles is attached to the record it came from.

Triage output · single claimIllustrative example

Unit

Reported fault

In service since

Terms applied

Confidence

Disposition

Soundbar, EU sale

No output on one channel after a firmware update

14 Mar 2025

EU seller-liability rule set

88%

Held for the adjudicator

As receivedTaken from the claim record and the proof of purchase — nothing on this side is decided by the agent.

Evidence gathered Proof of purchase Customer's fault description Diagnostic log

Why it is heldThe sale is in the EU, where the remedy choice is not the warrantor's to make.

ActionApproveAmendSend to warranty review

What the score decidesBelow the configured threshold the claim picks up a policy read before the adjudicator sees it.

Value

Where AI adds value

The same four claims, placed at the point in the workflow where each one applies.

Where the value landsValue 01 – 04

Every claimFrom the service record

03Triage

Read the configured terms

Work from the terms configured for that market, never from one global policy.

01Approved path

Build the file, not the refusal

Routine claims arrive with the evidence already gathered and set out.

02Human review

Put the hard ones in front of a person

Causation, statutory-right and third-party-part claims are marked, so the adjudicator's time lands where the exposure is.

04Build an evidence trail

The claim, the terms read against it and the adjudicator who signed stay together.

Integrations

Typical integrations

Five system groups connect to the same agent. Which of them are in scope is decided in discovery.

Service and RMA systemsServiceMax · Salesforce
Zendesk · Freshdesk · Jira

Warranty and claimsTavant · Syncron · Mize
Claim and entitlement APIs

Product and serial dataSAP · Oracle ERP
Serial and build records

Agent

Warranty & RMA triage

Reads the claim
Applies the terms
Holds for decision

Reverse logisticsNarvar · Loop RL
Depot repair · 3PL

Observability & evaluationOpenTelemetry · Langfuse
Supported monitoring/evaluation sources

Integration availability depends on the client's existing systems and API access.

Agent controls

Six layers between the model and the claim

The layers nest. What each one misses is named in the map below.

L6 · Outermost — last line of defenceInward → L1 · closest to the model

L6Rollback / safe modePull triage back to routing-only when evaluation or production signals degrade.Roll back

L5Version monitoringTrack model, prompt, warranty-term and jurisdiction-rule changes.Track

L4TraceabilityRecord the claim, the terms applied, the file and the decision time.Record

L3Adjudicator decisionHold claims for a named adjudicator; it governs who decides, not whether the decision is right.Gate

L2Policy guardrailsTest output against the prohibited-reasoning list and the market's rule set; a hit returns the claim.Restrict

L1Confidence thresholdsRoute low-confidence claims to a policy read before the adjudicator sees them.Require review

Model coreClaim file assembled — terms applied, evidence gathered, open questions and confidence

L1 – L2Test whether the file may stand

L3Puts the decision in a person's hands

L4 – L5Show which terms were applied and when

L6Reverts to routing-only when signals degrade

How Nestack evaluates it

Evaluate the triage workflow — not only the final disposition.

Coverage runs the whole depth of the workflow, and every layer is cut by slice.

Surface — the answer the customer gets

Depth of coverage ▼

E1Final-output evaluationDid the terms applied match the jurisdiction of sale?

E2Step-level evaluationDid the agent read the right serial, purchase record and rule set?

E3Tool evaluationDid it read and write the correct claim and the correct field?

E4Confidence calibrationDo low-confidence claims actually attract more adjudicator overrides?

E5Slice evaluationHow does performance change across specific claim types?

E6Business outcomeHow many claims were reopened, appealed or overturned after the decision?

Floor — the outcome the warrantor answers for

Failure modes

Where each failure originates in the agent

Seven failure modes, placed at the stage each one starts.

Agent lifecycleDirection of processing →

01 · Retrieval1 mode

MV-03

Wrong entitlement record

Coverage window read from a superseded service record.

Stage gathersClaim, serial, purchase evidence and configured terms

02 · Reasoning2 modes

MV-04

Prohibited denial reasoning

A third-party part is treated as an answer rather than a question.

MV-06

Wrong jurisdiction rule set

A US written term is read against a UK or EU consumer sale.

Stage proposesCoverage window, covered faults and remedy

03 · Tool / write2 modes

MV-02

Low-confidence disposition

Claim advances without enough certainty behind it.

MV-05

Duplicate RMA raised

One unit is booked in twice under a single fault.

Stage writesOnly where write access and approval policy allow it

04 · Output1 mode

MV-01

Statutory right not surfaced

Reversed burden or remedy choice goes unmentioned.

Stage returnsThe file the adjudicator reads before signing it

05 · Change / Version1 mode

MV-07

Silent rule-set regression

A model or term change widens what the agent will state.

Stage tracksModel, prompt, warranty terms and jurisdiction rules

Sev-1 · a refusal leaves without a signature Sev-2 · the wrong rule set reaches a customer Sev-3 · record degrades, claim routes to review

See the complete Electronics failure-mode catalogue →

Affected slices

A good total can sit on one bad cohort

Across all claims the override rate reads as tolerable; inside the third-party-part cohort it does not. Nestack reports the adjudicator-override rate by slice, not only in total.

Slice performance — reported separately, not only in aggregateIllustrative example

Slice	Failure rate	Lift	Status
Third-party part present	6.3%	3.3×	Review
UK and EU consumer sales	4.8%	2.5×	Review
Out-of-warranty by the written term	3.2%	1.7×	Watch
Straightforward in-warranty claims	1.7%	0.9×	Normal

Bar: adjudicator-override-rate lift vs. straightforward-claim baseline · scale 0–4.0× · tick marks the 2.0× review threshold 2 of 4 slices over threshold

Evidence-linked improvement

A cycle ends in a test, not a note

A cycle is done when the miss has become a test the next release has to survive. That suite is what the next claim through triage is measured against.

Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn

01Detect

Adjudicator overrides rise in one claim slice.

02Diagnose

Not the model first — a warranty lead reads the claims and the terms applied until one cause is left standing.

03Improve

Version-stamp the change and attach the claims that exposed it.

04Verify

The affected cases run again, and a fail stops the release.

05Learn

It becomes a standing test, and the adjudication guide changes with it.

Learn → DetectThe return edge. The next miss meets a suite that is one case longer.

Typical build scope

Twelve workstreams across six weeks

The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, triage workflow, evaluation, integration, then production validation and handover.

Workstream Week 1Week 2Week 3Week 4Week 5Week 6

01Claim-workflow discovery and refusal-boundary definition.

02Service and warranty source assessment.

03Warranty-term and jurisdiction rule-set configuration.

04Claim ingestion and entitlement matching.

05Triage logic and evidence binding.

06Confidence scoring and claim routing.

07Adjudicator decision workflow.

08Service and warranty-system integration.

09Coverage-decision cases.

10Guardrails and refusal controls.

11Claim-trail instrumentation.

12Deployment, documentation and Agent Care handover.

12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallel Final scope and sequence confirmed in discovery

Engagement tiers

What each tier includes

Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.

Capability✓ in scope · — not at this tier PilotOne product line, one market ProductionProduction service systems AdvancedMultiple markets / brands

Introduced at Pilot

Triage to your terms and records✓✓✓

Adjudicator decision✓✓✓

Decision-consistency baseline✓✓✓

Introduced at Production

Reporting by claim type—✓✓

Decision workflow in your systems—✓✓

Approved write-back—✓✓

Service-system integration—✓✓

Introduced at Advanced

Multi-market warranty terms——✓

Multi-stage service approvals——✓

High claim volume——✓

Multi-jurisdiction claim controls——✓

Build price From $5,000 From $8,000 Custom quote

Final build priceConfirmed after discovery based on integrations, workflow complexity, claim volume, approval controls and deployment requirements.

Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.

What we need from you

What you bring, and what we build with it

Each input maps to a piece of build scope and a week in the delivery timeline.

You bringWe build with it

01Your warranty terms, market by market → Warranty-term and jurisdiction rule-set configurationWeek 1

02Representative closed claims → Claim ingestion, entitlement matching and the triage baselineWeek 2

03Your prohibited-reasoning list and escalation rules → Refusal-boundary definition and guardrail configurationWeek 1

04Access to relevant APIs, feeds or exports → Service, warranty and RMA system assessment, then integration setupWeek 2

05Refusals that should not have gone out → Coverage cases and the evaluation suiteWeek 4

06What must reach an adjudicator before a claim closes → Confidence scoring, claim routing, guardrails and the appeal route out of the agentWeek 3

07Named warranty adjudicators to decide claims → Adjudicator decision workflow, then pilot and production validationWeeks 5–6

Nothing else is required Deployment, documentation and Agent Care handover are ours.

Delivery timeline

Four phases across six weeks

Phases are drawn over the weeks they actually occupy, which is why week 5 doubles up rather than padding.

Phase W1W2W3W4W5W6

Discovery W1

Build W2 – W3

Evaluate W4 – W5

Pilot & Launch W5 – W6

Week focus W1Claim workflow discovery, term mapping and the refusal boundary W2Service and warranty integration and the triage baseline W3Triage workflow, confidence logic and decision controls W4Evaluation suite, prohibited-reasoning checks and failure-mode testing W5Reverse-logistics integration, pilot claims and targeted corrections W6One claim cycle triaged under the service team, then handover

Reading the bandEach bar sits only on the weeks its work is named in. The week 5 overlap is real, not padding.

At the end of W6The last checks clear on real claims and monitoring moves to Agent Care.

DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.

Next step · Electronics AI agent

Build a warranty triage agent around your adjudication chain.

Show us your warranty terms, your markets and your claim intake. A named adjudicator signs the refusals, and we build backwards from that to the boundary the agent stops at.

Discuss this agent →

Nestack Agents · Warranty & RMA triageAGT-EL-02 · Agent Care available after launch