Service operations, care and network teams

Resolve a repeated service problem before the customer gives up

The same customer has reported the same problem three times. Each contact was closed. The problem is still there.

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The product that runs it: Contact Centre & Customer Care

Shows how cases, remedies and evidence are handled. Not this journey end to end.

Seen by the customer · Care desktop

From the record, not a run: what would reach them, on Care desktop, App, Email, SMS.

The case

Annotated from the record

What happened

A complaint, failed entitlement or financial exception is opened.

The same customer has reported the same problem three times. Each contact was closed. The problem is still there.

What it reads

Contact history and how each case closed
Network events in the customer's area
Device and configuration state
Any remedy already given

Checks before anything is sent

Authority, customer impact, financial exposure and maker-checker pass.

Every option considered, including doing nothing

Route to the team that owns the underlying causeConsidered
Apply a remedy the customer can see immediatelyConsidered
Escalate where the pattern crosses a thresholdConsidered
Take no action, and record whyConsidered A valid outcome

Doing nothing is one of the outcomes, and it is recorded with its reason. The options are the record's own; a run decides between them.

Evidence record

Preview

Reference: The reference of the saved run.
Decision: One of the options, including no action, with the reason.
Checks: Authority, customer impact, financial exposure and maker-checker pass.
Evidence kept: Case inputs
decision
approval
execution references
close proof
The measures: Resolved, evidenced case and protected value.
Connection: Written on every record: the systems the run read, and the sample it ran on.

The shape of the record, with no values. A reference appears only after a run is saved.

The improvement, and how it is measured

Hypothesis

A problem reported three times is a customer deciding whether to leave.

Modelled

The mechanism that could produce the result, stated; the figure is measured in the pilot.

Observed

Measured in a pilot’s validate stage, on your systems, against a comparison agreed first.

The result, the mechanism, the measurement, and the record’s five answers

Desired result

Lower cost per resolved contact; shorter wait/handling time; higher consistent resolution and accessibility

Mechanism

Receive → disclose AI → authenticate → detect intent → retrieve/act → confirm → log → hand off when limits trigger → sample for QA

Measurement

Intent-level control or phased rollout; compare resolved contacts, repeat contacts and cost per resolved intent; human QA sample

Measured on: Containment; end-to-end resolution; transfer rate; first-contact resolution; average handling time; repeat contact; CSAT; abandonment; unsafe-response rate

01
Desired result
The result wanted.
Lower cost per resolved contact; shorter wait/handling time; higher consistent resolution and accessibility
02
Mechanism
The mechanism that could produce it.
Receive → disclose AI → authenticate → detect intent → retrieve/act → confirm → log → hand off when limits trigger → sample for QA
03
Evidence required
The records kept to show it.
Audio/transcript; intent/confidence; retrieved source; tool-call response; handoff reason; resolution code; QA review; repeat-contact result
04
Costs and risks
The cost, and the ways it can go wrong.
Costs: Implementation fee + platform/usage subscription per interaction/minute; optional managed conversation operations
If it fails: Apologise without inventing; do not transact on uncertainty; transfer with captured context; retain trace; alert operations on repeated failures
05
Measurement approach
The measure that shows it helped.
Intent-level control or phased rollout; compare resolved contacts, repeat contacts and cost per resolved intent; human QA sample
Measured on: Containment; end-to-end resolution; transfer rate; first-contact resolution; average handling time; repeat contact; CSAT; abandonment; unsafe-response rate

Measured in the pilot's validate stage, on your systems, with the comparison agreed first. Every line above is the record's own design intent.

The business side

The change: Resolved, evidenced case and protected value.
Running cost: Implementation fee + platform/usage subscription per interaction/minute; optional managed conversation operations
What evidence supports it: Case inputs, decision, approval, execution references and close proof.

The journey in detail

Step by step, from both sides

Step	What the customer experiences	What the operator does
The momentThe moment that started it.	A complaint, failed entitlement or financial exception is opened.	Reads contact history and how each case closed, network events in the customer's area, device and configuration state, any remedy already given.
The decisionThe decision to be made.	The customer's screen is unchanged.	Classifies the case and proposes a policy-bound remedy.
The safeguardsThe conditions that stop it.	Still unchanged: the action waits until every check has passed.	Authority, customer impact, financial exposure and maker-checker pass.
The actionThe action that reaches the customer.	Resolve, refund, reverse, fulfil or escalate to a named owner. Reaches them on Care desktop, App, Email, SMS.	Recommends. The system that holds the right confirms, charges or provisions.
When it goes wrongThe failure, and the recovery.	The underlying cause sits with a team that has not accepted the case.	The case is not closed. Ownership is recorded as unassigned and the customer is told what happens next.
The resultThe change it made.	What changed for them is what is counted; nothing else is claimed.	Resolved, evidenced case and protected value.
The proofThe proof anyone can check.	Can be answered for, later, from the record.	Case inputs, decision, approval, execution references and close proof.

Operator systems remain authoritative. HeuriTel reads these to propose an action; it does not decide on their behalf.

The failure, and the recovery

What goes wrong

The underlying cause sits with a team that has not accepted the case.

What happens then

The case is not closed. Ownership is recorded as unassigned and the customer is told what happens next.

The products in this journey

Runs the decision
Contact Centre & Customer Care
A case, a complaint or an overdue balance is handled with the customer's context, a clear disclosure and a human within reach.
Contributes
Revenue Assurance & Reconciliation
when the repeated case turns out to be a money exception
Contributes
Customer Growth & CVM
the commercial offer that waits until the case is closed
The definition it demonstratesHeuriTel Service Recovery
Results it movesReduce avoidable service cost · Reduce fraud and identity risk

Available to see today

Shows how cases, remedies and evidence are handled. Not this journey end to end.

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