Short answer
A resolution playbook is a defined set of steps an AI agent or support team follows to resolve a specific type of customer request, from understanding the issue, to gathering the needed context, to taking the action that closes it. It is the repeatable recipe for handling one kind of problem well.The idea is sound: codify how your best agents resolve a return, a billing question, or a delivery issue, and apply it consistently. The weakness in most implementations is that a playbook is written once and trusted forever, with no built-in way to verify it still behaves correctly as products, policies, and phrasings change.
In Aide, the AI platform for customer service, the resolution playbook concept is realized as an ASOP (Agentic SOP): an intent-scoped, condition-action automation that applies after the customer's intent is classified and that can be tested in isolation. Each playbook is bound to one intent, so it stays readable and auditable rather than tangled into one global script. (Aide previously used the term resolution playbook internally; the shipped mechanism is the ASOP.)
A playbook is proven before it touches a customer. Every ASOP runs through the Agent Simulator on real historical conversations, and each production execution leaves a step-by-step record with its confidence visible. Because playbooks are intent-scoped and authored in plain language, the team's resolution knowledge stays legible and owned rather than decaying into a black box.