Customer complaint handling lacked efficiency and consistency, with no clear framework to integrate AI solutions into the support process. Teams struggled with bottlenecks and unclear handoffs.
Created a comprehensive customer support workflow using Miro to map the entire customer journey. Analyzed each touchpoint to identify where AI automation could be integrated while maintaining quality standards. Documented process flows, decision points, and optimization opportunities.
- Miro (process mapping and visualization)
- Process analysis methodologies
- AI system research and evaluation
- Workflow optimization techniques
- End-to-end customer support journey mapping
- Identification of AI integration touchpoints
- Bottleneck analysis and resolution strategies
- Scalable framework for future automation
- Quality checkpoint establishment
- Provided clear roadmap for AI implementation
- Identified multiple automation opportunities
- Reduced manual effort in complaint routing
- Established quality benchmarks for AI integration
- Created scalable framework adaptable to various support scenarios
- Complete process flow diagrams
- AI integration opportunity analysis
- Implementation recommendations
- Quality assurance checkpoints
This framework can be applied to:
- Customer service departments
- Technical support teams
- Help desk operations
- Any organization looking to integrate AI into support workflows