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Keystone-Technologies / keystone-technologies.github.io

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Decision Tree #5

Closed s1037989 closed 8 years ago

s1037989 commented 8 years ago

Problem

Customers spend a lot of time calling support for simple things. And they spend a lot of time waiting to get solutions to their simple problems. Moreover, technical support teams waste a lot of time trying to understand customer requests because there is a lack of information explaining the situation from the customer perspective.

Proposal

Create a first-line-of-defense support tier that follows Decision Trees and acquires a quality set of information based on a strategic series of IFTTT flow for providing a uniform representation of this information for support teams to quickly and easily decipher and respond to.

s1037989 commented 8 years ago

Building the first line of defense support tier requires operational and staffing changes.

The decision tree requires a software suite that allows the phone operator to navigate the waters and compile the desired, structured, information.

Once the decision tree software is built, a support team will need to commit to building out the decision tree with decisions and responses. Should the phone operator be allowed to add decisions to the tree?

s1037989 commented 8 years ago

I think that the phone operators should not be tasked with maintaining the content of the decision tree whatsoever. It makes most sense to me that the support team(s) that receive the compiled, structured, information should analyze it and make their own decisions where they feel they can improve on the decisions and responses.

s1037989 commented 8 years ago

I've started a project repo for building the decision tree software. It's currently called decision-tree.

Please move all software-related discussion to the project repo.

I think in order to best organize thoughts around the overall concept of this suggested issue, all discussion should be contained to a single location. I propose that we close this issue and lock the conversation. Any outstanding issues on this "thread" should get created as new, unique issues on the new decision-tree project repo.

s1037989 commented 8 years ago

Closing #5. See decision-tree.

s1037989 commented 8 years ago

Created issues number 1 and 2 on the project page for the two issues brought up in this issue.