Phantom Org Chart
The organisation your customers think you have, beside the real one.
The job
Show which departments, roles and powers customers believe exist, price the transfers and wrong doors each phantom causes, and fix routing and naming (AI-agent intents, IVR options, 'who does what' pages) to match the customers' map, then prove the phantom fades.
The moment
A glowing box at the top of the customers' chart reads Refunds Department, with 4,100 transfer requests this quarter streaming into it as particles and a price tag of $1.3M in wasted transfers. The organisation has no such department. Three weeks after the AI agent learns to answer as Refunds, the box is a dotted outline and the particle stream is a trickle.
What it does
- Confirm a box verdict and mapping
- Draft intent, phrasings and greeting under the customers' name
- Send draft and business case to the owner
- Publish the intent to the AI agent / IVR
- Record the change date
What you see
Two side-by-side org charts with glowing phantom boxes, particle streams of transfers, price tags per box and a fade watch
What it moves
Transfer requests per 1,000 contacts to phantom and misnamed boxes, and $ of transfer cost avoided per quarter
Built for
- Executives & leadership
- CX leaders & VoC
- Contact-centre operations
- Frontline staff
