Stale Answer Stopwatch
The rule changed Monday. Every lane runs a stopwatch until last week's answer dies.
The job
When a fee, rule or deadline changes, shows how long each bot, channel and script keeps giving the old answer and to how many customers, stops every clock, and holds every vendor to a deadline for giving the right answer.
The moment
A fee changed at 08:00 on Monday. Like a swimming race timer, the app clocks how long each bot, channel and script keeps giving the old answer.
The website bot switched after 2 hours 14 minutes, and agents' reply templates after 1 day.
The vendor's WhatsApp bot was still giving the old fee on Thursday, to 312 customers.
The head of procurement writes into the vendor's renewal that the right answer must be live within 24 hours, and the 312 customers are passed to the Answer Recall app for correction.
What it does
- Fire the starting gun
- Brief lane owner
- Send stale recipients to Answer Recall
- Publish corrected KB article
- Stop lane manually
- Send QBR card
What you see
A swimming-finals timing board with one lane per bot, channel and script, plus a vendor league table
What it moves
Hours for each channel to start giving the right answer after each rule change (median per vendor), and the number of customers told the old answer after the change went live.
Built for
- QA, training & knowledge
- Product & digital
- Compliance, complaints & legal
- Frontline staff
