Phantom Org Chart
The organisation your customers think you have, beside the real one.
The job
Shows which departments, roles and powers customers believe exist, and prices the transfers and wrong turns each imaginary one causes. Fixes naming and routing in the AI agent, phone menu and "who does what" pages to match customers' view, then proves the imaginary one fades.
The moment
Two organisation charts sit side by side: the real one, and the one customers believe exists. At the top of the customers' chart, a glowing box reads "Refunds Department".
This quarter, 4,100 requests to be transferred there have streamed into it, costing $1.3 million in wasted transfers. The organisation has no such department.
The AI agent is taught to answer when customers ask for Refunds.
Three weeks later, the box has faded to a dotted outline and the stream of transfer requests has slowed to 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
Requests per 1,000 contacts to be transferred to imaginary or wrongly named departments, and dollars of transfer costs avoided each quarter.
Built for
- Executives & leadership
- CX leaders & VoC
- Contact-centre operations
- Frontline staff
