Evidence, not labels.

Observable decisions, interaction evidence, and system conditions from the simulation.

Needs Refinement

OUTCOME

The customer remained at risk of cancellation after the AI discount recommendation was followed without addressing service reliability.

Clarifying Questions

Observed · Participant asked two clarifying questions before proposing a resolution.

04:18 · Transcript evidence

“Before we discuss the discount, can you tell me what happened after the last service visit?”

AI Interaction

Followed · The recommendation was accepted before the customer’s service history was fully evaluated.

AI · Workflow

Workflow Friction

The workflow presents the retention offer before requiring a service-reliability diagnosis, creating pressure to solve the wrong problem.

Participant Reflection

“The system made the discount feel like the expected next step. I needed the service history and escalation threshold in the same view.”

Create recommendation

Translate this evidence into a workflow, AI configuration, policy, or operating-model action.

Create Action

Client Portal / Results / AI Recommendation Conflict