Squeezed Balloon
Squeeze a channel with a bot and watch where the cost bulges back.
The job
Checks whether a claimed saving from a bot launch, phone menu change, branch closure, headcount cut or channel shift is real, by pricing the contacts that moved to other channels afterwards. Also tests the next change before it is approved.
The moment
The COO's slide says the bot saved $2.4 million. The app draws contacts as a balloon: squeeze one channel and watch where it bulges.
After launch day, phone contacts shrink, but complaint cases and service-centre visits swell. The app counts only extra contacts that didn't happen in the same weeks last year and that customers blame on the bot.
Those cost $0.9 to 1.5 million. One tap shows the quotes, such as "the bot kept looping, so I went to the branch". The real saving is $0.9 to 1.5 million, not $2.4 million.
The COO then tests shrinking the branch channel by 30% next quarter. The simulator shows where contacts will reappear, based on three past changes, and warns that the evidence is thin.
What it does
- Register a change
- Edit a cost-per-contact figure
- Save the verdict
- Record a rollback, redesign or human-exit recommendation
- Notify the change owner
- Save a squeeze projection
What you see
Animated balloon with priced bulges per channel, a net-savings waterfall, and a drag-to-squeeze pre-mortem simulator
What it moves
Net saving in dollars per change (the claimed saving minus the priced cost of contacts that moved elsewhere), and the share of claimed automation savings still standing after 90 days.
Built for
- Finance
- Operations
- Compliance, complaints & legal
- CX leaders & VoC
