Meet Carl. Carl has been here six years. Carl is never unsure. On every call, Carl leans over and tells you the answer. Sometimes he’s right. Sometimes he’s quoting the wrong client. And sometimes he’s confidently making up a rule nobody ever wrote down.
Carl’s rightWhat Carl said matches this client’s rule.
Carl’s wrongThe rule exists, but Carl got it wrong. Usually he’s thinking of a different client.
Nobody wrote that downThis client has no rule for it. The honest answer is NOT SPECIFIED, not a guess.
Three customer complaints and your shift is over. Keys 1, 2 and 3 work too. All clients are fictional.
When a client has a rule, Agent First shows that client’s rule and where it came from. When a client never wrote one down, it says NOT SPECIFIED and routes the question to a person, instead of handing the customer a confident guess.