Complaint Root Cause Analysis demo
Fix the cause once instead of the complaint a thousand times. 1:14
What the demo shows
A system solution for CX leaders that traces complaint trends to the process causing them.
Seven agents join each complaint to the payments, orders, bills, reads and tasks behind it, and follow the thickest band on a flow map from the customer's words to the process step that fails. Every cause is proved with a chart of system timestamps and a counter-check, priced in contacts, credits and truck rolls, and given an owner, an action and a measured before-and-after. The Head of CX accepts each cause; the process owner owns the fix.
Transcript
- Complaint Root Cause Analysis traces complaint trends to the process step causing them. At Lumina, 412 customers complained of late reconnection, each closed alone, left what customers say, middle the records behind it, right the cause. Layla Follows the Thickest Band, Reconnection Delayed After Payment
- It thickens into one cause, an overnight batch job at 2 a.m.
- The proof is system data.
- Whenever people paid, reconnection waited until 2 a.m.
- When agents pressed reconnect now, power came back in nine minutes.
- Cost, an estimated $490,000 a year.
- Layla accepts the cause.
- Samuel Okafor owns the fix due the 30th.
- Built on Botminds: agents, data, screens, and governance on one platform.
Transcribed from the film’s narration. Captions are on the player.