Cheat Codes
The tricks customers share to escape your bot, and the numbers they corrupt.
The job
Finds the tricks customers use and share to get past a bot or phone menu to a human, corrects the figures those tricks distort (fake cancellations, fake fraud reports, false emergencies), and fixes the failure behind each trick until it falls out of use.
The moment
Customers share tricks for getting past the bot to a human, like cheat codes in a video game.
One viral reply taught 3,400 customers to type "cancel my account" just to reach a person.
The head of retention learns that a third of the cancellation requests reported to senior management were fake, and corrects September's figures on the spot.
The problem behind the trick is fixed. A week later, use of the trick falls to near zero, and its card shows "Game over".
What it does
- Log a code card and owner
- Draft the fix brief
- Send the fix to its owner
- Publish the metric restatement
- Open the evidence
What you see
A retro video-game high-score screen and cheat-code cards that play GAME OVER when a code dies
What it moves
The share of retention, fraud and emergency queues that are really attempts to reach a person, with monthly volumes corrected, and trick use per 1,000 bot and phone-menu conversations.
Built for
- CX leaders & VoC
- Product & digital
- Risk & fraud
- Contact-centre operations
