3 September 2025
Sector: Consumer technology
Focus: AI Strategy & Implementation, Systems & Integrations
Situation
Agents were reading long threads to catch up, and escalations arrived at Tier 2 without a concise picture of what had already been tried. Time was leaking in the handoff, not just in the queue.
What we focused on
- Summarisation prompts: Structured output, facts, asks, sentiment, unknowns.
- Safety: No auto-replies without human approval for regulated topics.
- Feedback: Agents rated summaries, continuous improvement loop.
Outcome
Meaningful handle-time reduction and better escalations, not generic chatbot theatre.