Pre-Bunk Room
Rehearse launch-day backlash from your own history, then fire-drill every answer.
The job
Before a price, fee, policy or regulation change goes live, uses reactions to past changes to predict what customers will ask and how many will get in touch. Loads every answer, drills the team and agrees triggers in advance, so launch day is boring.
The moment
Seven days before a fee change, the team runs a fire drill. A mock inbox replays the customer reaction to the last fee change at 60 times normal speed.
At question 23, "why was I charged before you told me?", nobody has an answer and coverage drops to 71%. The team writes one.
On launch day at 09:12, the first real question about the new fee arrives, and the AI agent answers it in the customer's own words.
Contacts peak on day 2, inside the forecast range, at a third of the last price rise. Workforce planning had staffed exactly for it.
What it does
- Confirm analogue
- Lock pre-registered forecast
- Send drill answers to the knowledge base and macros
- Send staffing note to WFM
- Fire armed trigger
- Record drill answer
What you see
A rehearsal room with replayed analogue curves and forecast bands, a fast-forward fire-drill inbox, and armed trigger cards
What it moves
Contacts in launch week against the forecast range, peak complaint volume against the last similar change, and the share of launch-day questions answered at first contact.
Built for
- Finance
- Marketing, brand & comms
- Contact-centre operations
