Authoritative knowledge sources
Map official publish channels for plans and policies; the assist system cites only approved content.
Frontline service intelligence: speed without sacrificing explainability
Complex plans and policies drove high frontline cost. We started with knowledge and ticket assist — citations, review, and monitoring — not unattended replacement.
Challenge
Frontline load under complex offers
Products, promotions, and regional policies change often; agents rely on personal experience and scattered docs. Customers expect faster answers, but wrong commitments drive complaints and compliance risk.
Approach
Knowledge alignment → assist workflows → quality monitoring
Assist, don’t replace
Design agent-side assist and suggested language; keep human confirmation for commitment-class answers.
Quality and feedback loops
Monitor citation hit rate, human edit rate, and complaint feedback into a weekly improvement list.
Outcome
Monitorable frontline assist ops
- Pilot agent groups use cited assist; critical answers are traceable.
- Human edits and complaint feedback become product input — not a one-shot launch.
- Clear assist boundaries; no promise of fully unattended automation to customers.
Capabilities
- AI-enabled client service
- AI consulting
- Data platforms
MICROFACTOR