Issue-to-Resolution — Customer Care
Swimlane view of the care process — click a step for its full detail; back to the landscape.
Overlays:
Customer & Channels
L1 — Front line
L2 — Specialist support
L3 — Expert & field
Case management & QA
1Contact & channel entry 2 1
2Identify & authenticate 1 1
3Intent triage 1 1
4L1 resolution 4 3
5L2 technical support & diagnostics 1 1
6L3 / field service
7Case management & follow-up 1 1
8Outbound notification 1 1
9QA & coaching loop 1 1
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Issue → AI potential map
Derived from this view’s pain points and potentials — the operating concept column is the production thinking.
| Issue | Impact | AI pattern | Operating concept | KPI effect | Demo |
|---|---|---|---|---|---|
| IVR misrouting and menu friction | cx, costavoidable transfers inflate handle time | conversational-agent | Containment vs. escalation targets per intent; confidence-based handover; every conversation rubric-scored (see pot-care-automated-qa); guardrails on account actions (write operations confirmed or HITL). In-channel digital identification replaces security questions and survives handovers — no re-authentication after transfer. |
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| No economic 24/7 coverage | cxcoverage gap vs. digital-native expectations | conversational-agent | Containment vs. escalation targets per intent; confidence-based handover; every conversation rubric-scored (see pot-care-automated-qa); guardrails on account actions (write operations confirmed or HITL). In-channel digital identification replaces security questions and survives handovers — no re-authentication after transfer. |
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| Authentication friction on every contact | speed, cxdead time at the start of every call | conversational-agent | Containment vs. escalation targets per intent; confidence-based handover; every conversation rubric-scored (see pot-care-automated-qa); guardrails on account actions (write operations confirmed or HITL). In-channel digital identification replaces security questions and survives handovers — no re-authentication after transfer. |
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| High cost per contact | costlargest addressable opex block in service | conversational-agent | Containment vs. escalation targets per intent; confidence-based handover; every conversation rubric-scored (see pot-care-automated-qa); guardrails on account actions (write operations confirmed or HITL). In-channel digital identification replaces security questions and survives handovers — no re-authentication after transfer. |
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| Inconsistent quality across BPO partners | quality, cxdirect NPS and repeat-contact driver | automated-qa | Scoring rubric versioned with policy; calibration set with human-rated anchors; alerts on score drift; feeds BPO steering and agent coaching. |
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| Training lag on product/promo changes | speed, qualitylimits promo agility | knowledge-ops | Eval-before-deploy gate (golden questions per product); canary rollout; rollback on eval regression; change log tied to catalog versions. |
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| Multilingual staffing overhead | cost, speedSwitzerland-specific structural cost | conversational-agent | Containment vs. escalation targets per intent; confidence-based handover; every conversation rubric-scored (see pot-care-automated-qa); guardrails on account actions (write operations confirmed or HITL). In-channel digital identification replaces security questions and survives handovers — no re-authentication after transfer. |
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| Multilingual staffing overhead | cost, speedSwitzerland-specific structural cost | knowledge-ops | Eval-before-deploy gate (golden questions per product); canary rollout; rollback on eval regression; change log tied to catalog versions. |
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| Slow case follow-up and notification | cost, cxavoidable repeat-contact volume | outbound-agent | Trigger rules explicit per case type; outbound content templated with agent fill-ins; opt-out and quiet-hours rules enforced by the gateway. |
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Figures marked “actual” come from FY2025 public reporting; ranges marked “illustrative” are industry-plausible benchmarks, not company data.