Are we resolving customers, or deflecting them?
Deflection without resolution shows up later as repeat contacts and churn.
Customer Support. Support chat, help centers, ticket triage, agent assist.
This scenario is an outline for now — enough to start from the product problem and find the right kits. A full framework, like the one for Recommendations & Personalization, may follow.
Deflection without resolution shows up later as repeat contacts and churn.
A handoff that loses the conversation doubles the customer's effort.
High-value or high-risk segments may need a human by default.
A scenario is the product problem and the decisions it raises. Kits are reusable system-building workflows — one scenario draws on several, and each kit serves several scenarios.