Mixed Messages
Every channel testifies its answer; the policy owner rules, and every door agrees.
The job
Shows side by side the different answers each channel gives to the same customer question. Gets one ruling from the policy owner and proves every channel now agrees, so the organisation stops creating complaints and liability with its own words.
The moment
Case 14 is set up like a hearing, with each channel as a witness. The question: "Can I renew my permit with an unpaid fine?"
The hotline says yes, the bot says no, the social media account asks the customer to send a direct message, and the website says to visit a centre.
The policy owner gives one ruling. By next morning, all four channels give the same answer.
Two weeks later, contacts on that question where customers say "but your colleague told me" are down 70%.
What it does
- Rule canonical answer
- Draft the ruling
- Publish to every door
- Correct the record
- Export ruled answers for bot testing
- Open channel evidence
What you see
A hearing staged as a spot-the-difference board: one witness panel per channel with contradictions circled in red, a judge's ruling, and a unison streak per question
What it moves
The share of the top 30 questions answered the same way on every channel, reported monthly, and contacts per 1,000 on ruled questions where customers say they were told something different.
Built for
- QA, training & knowledge
- Contact-centre operations
- Compliance, complaints & legal
