Kai Resolution Agent
Kai is Kaana's AI-powered resolution agent that analyzes System Feed signals and helps fix issues directly in your connected billing and CRM systems.
Overview
When you encounter a signal in the System Feed, Kai can analyze the underlying problem, identify root causes, and propose specific actions to resolve it. For automated actions, Kai can execute fixes directly in your connected systems.
How Kai Thinks About Problems
Kai uses intelligent anomaly detection to focus on issues that truly matter to your business. Rather than flagging every small error, Kai identifies patterns that indicate systemic, abnormal, or high-risk behavior.
What Kai Looks For (Anomalies)
Failure rate spikes
Payment failures jump from 2% to 20%
Volume changes
Invoice generation drops 50% overnight
Multi-entity patterns
Same error affecting multiple customers
System inconsistencies
Usage recorded but no charges created
Post-change failures
Billing errors starting after a config update
What Kai Ignores (Not Anomalies)
A single customer's card decline due to insufficient funds
Isolated expired card errors
One-off data entry mistakes
This approach ensures Kai helps you address root causes rather than chasing individual symptoms.
Understanding Root Causes
Kai understands how billing systems work and fixes problems at the right level. Billing operations flow through a sequence:
If a billing run fails, Kai knows that no invoices were created yet, so it will recommend retrying the billing run - not individual invoices. This prevents wasted effort on symptoms while the root cause remains.
For example:
If usage processing fails, invoices can't be generated - Kai fixes the usage first
If credentials are invalid, payments will fail - Kai recommends refreshing credentials before retrying payments
If a billing run fails, affected invoices don't exist yet - Kai retries the billing run, not invoices
Starting a Resolution Session
Navigate to the System Feed
Open any signal that requires action
Click Resolve with Kai to start an agent session
Kai will analyze the signal and present its findings
The Resolution Process
Step 1: Analysis
Kai analyzes the signal and provides:
Root Cause - What's actually causing the problem
Impact Assessment - How this affects your business
Affected Systems - Which integrations and entities are involved
Confidence Level - How certain Kai is about the diagnosis
Step 2: Proposed Actions
Based on the analysis, Kai proposes specific actions to resolve the issue. Each action includes:
Description - What the action does
Type - Automated (Kai executes) or Manual (you execute)
Target System - Which integration will be affected
Risk Level - Low, Medium, or High
Expected Outcome - What should happen after execution
Detailed Steps - Specific operations that will be performed
Step 3: Confirmation
Review each proposed action before execution. You control what Kai does:
Select which actions to approve
Skip actions you want to handle manually
Cancel the session if you prefer to address it differently
Step 4: Execution
For approved automated actions, Kai:
Connects to your integration
Executes the specific API calls
Records the system response
Reports success or failure with details
Step 5: Results
After execution, you see detailed results:
Successful Actions:
Green checkmark with "Action Completed"
System response data (invoice numbers, IDs, status, amounts)
Confirmation of what changed
Failed Actions:
Red X with "Action Failed"
Error message explaining what went wrong
Full API response for troubleshooting
Understanding the Action Timeline
Kai presents actions in a visual timeline format:
Issue
Red
The problem being addressed
Action
Amber
The resolution action to take
Steps
Blue
Detailed steps involved
API Call
Purple
The specific system API being called
Expected Result
Green
What should happen after execution
Action Types
Actions are categorized by execution method:
Automated Actions
Kai can execute these directly in your connected systems:
No manual intervention required
Real-time execution with immediate feedback
Full audit trail of changes made
Manual Actions
Some situations require your intervention:
Actions that need human judgment
Steps that must be performed in the external system's UI
Escalations to support teams or customers
For manual actions, Kai provides detailed instructions on what to do.
Available Resolution Actions
Kai can perform a variety of actions across your connected billing systems:
Integration Actions
Refresh Credentials
Update API tokens or OAuth connections
Verify Integration
Test that the connection is working
Usage & Rating Actions
Reprocess Usage Batch
Resubmit failed usage records
Replay Usage Events
Resend usage events for rating
Recalculate Charges
Recalculate pricing for charges
Billing Run Actions
Retry Billing Run
Re-execute a failed billing run
Cancel Billing Run
Cancel a stuck billing run
Invoice Actions
Retry Invoice
Regenerate a failed invoice
Backfill Invoices
Create missing invoices
Void Invoice
Cancel an erroneous invoice
Payment Actions
Retry Payment
Attempt payment collection again
Retry Payment Batch
Re-run a failed payment batch
Pause Payment Runs
Temporarily stop payment collection
Subscription Actions
Sync Subscription State
Align subscription status with source
Repair Entitlements
Fix entitlement mismatches
Configuration Actions
Review Configuration
Manual review of system settings
Rollback Configuration
Revert recent configuration changes
Escalation Actions
Escalate to Support
Create a support ticket
Contact Customer
Reach out to affected customers
Kai prioritizes actions based on root cause analysis. For example, if there's an authentication issue, Kai will recommend fixing credentials before trying to retry payments.
Activity Tracking
All resolution activity is recorded in the signal's Activity section:
AI Resolution Completed
Green robot
All actions succeeded
AI Resolution Failed
Red robot
One or more actions failed
Marked as In Progress
Play icon
Agent session started
Resolved
Checkmark
Signal automatically resolved after success
When all automated actions complete successfully, Kai automatically marks the signal as "Resolved."
Permissions
Access to Kai Resolution requires specific permissions:
view_agent_remediation
View resolution sessions and proposed actions
update_agent_remediation
Start sessions and approve/execute actions
Administrators can configure these permissions through role management.
Plan Requirements
Advanced Plan - AI resolution requires the Advanced plan or higher
The agentAI plan feature must be enabled
Integration Requirements
For Kai to execute actions:
Active Integration - The connected system must be active and healthy
Valid Credentials - API credentials must be current and have write permissions
Sufficient Permissions - The integration's API key must have permission for the specific operations
Best Practices
Before Starting a Session
Review the signal details and affected entities
Ensure your integration credentials are valid
Understand the potential business impact
During Confirmation
Read each proposed action carefully
Consider the risk level for high-impact actions
Start with low-risk actions if you're uncertain
After Execution
Review the results for each action
Check the affected records in your source system
Add comments to the signal documenting what was done
Troubleshooting
"Session failed to start"
Check that your integration is active
Verify API credentials are still valid
Ensure you have the required permissions
"Action execution failed"
Review the error message for specific details
Check if the entity still exists in the source system
Verify the integration has write permissions
Try the action manually in the source system
"No actions proposed"
Kai may not have enough data to propose actions
The issue may require manual investigation
Check if the signal has sufficient context
Data Privacy & Security
Kai only accesses data necessary for analysis and execution
All actions are logged in the audit trail
Execution results are stored securely within your tenant
Kai respects your integration's permission boundaries
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