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/ Bee Gagliardi Ecosystem Engineer

/Intent log · Flow ·

No New Recaps

A handoff should carry what the user already tried.

Intent: Fix a problem self-service could not.
Self-service fails

The handoff arrives empty, and the customer recaps from the start.

The handoff carries context
  • The escalation arrives with the query, the articles already opened, the error already seen.
  • The human does not ask the customer to recap.

Self-service will fail sometimes. The design question is what happens next.

A good escalation arrives with the query, the articles already opened, the error already seen. The human does not ask the customer to recap. Trust holds because the system remembered.

Dropped context is the most expensive friction there is. Preserving it is how a break in the path still feels like one system.

/Sampled DJ Khaled, Drake, Rick Ross, Lil Wayne — No New Friends Listen on Spotify

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