Watch and improve
After launch we stay close: monitoring, incident analysis, answer quality checks, updates to the instructions and the knowledge base. Plus a queue of improvement work when the flow is steady.
What people usually arrive with
What we do
Monitoring and cover
We watch that it runs, and a failure reaches us before it reaches your customers.
Answer quality control
Test scenarios are re-run regularly and live conversations are sampled.
Knowledge base updates
Price lists, policies and manuals change, and the agent answers from the current ones.
Incident analysis
What happened, why, and what was done so it does not repeat. In writing, not in conversation.
Automation subscription
Team hours per month, a prioritised task queue, and a weekly report.
Training your team
A workshop on what was built and documentation, so your own people can carry it forward.
What this looks like in practice
Typical scenarios in this area: what people arrive with and what we do about it. These are not named client cases, the confirmed work is collected in the portfolio.
- Situation
- After a price change the agent quoted the old prices for two weeks.
- What we do
- The knowledge base updates with the price list, and changes are verified by scenarios.
- Situation
- After a model update the agent started escalating to a person more often.
- What we do
- The regular scenario run caught the change before it showed up in the workload.
- Situation
- Small improvements piled up waiting for the next project.
- What we do
- A subscription with a task queue: every week it is clear what was done and what comes next.
Book a thirty minute conversation
Pick a time that suits you. We will talk about how the process works today and where it breaks