The Fuse Wall
Every 'I'll take this to the regulator' lights a fuse; defuse it first.
The job
Catches every customer who threatens to take a complaint to a regulator or other authority, in any channel and in their own words. Tracks the authority's own deadline, resolves the case before it escalates, and checks the results against the regulator's own file.
The moment
The wall shows 212 customers who threatened to go to the regulator, each drawn as a fuse burning down the regulator's deadline. The one nearly out of time was promised a credit twice.
A resolver calls, the credit goes through, and an AI follow-up call hears the customer confirm it. The fuse is marked Defused.
At quarter end the regulator's own file is matched back: 94 defused cases never reached it, but 11 escalations arrived that were never flagged.
Replaying those 11 reveals a missed phrase about complaining on the regulator's portal. Tested on past tickets, it flags 23, all real threats, so the complaints head approves it.
Escalations avoided are shown as a range, 31 to 44, based on last quarter's rate of threats turning into filings.
What it does
- Light a fuse manually
- Assign or route to a senior resolver
- Log the resolver's call
- Book the AI verification call
- Send a holding message
- Care reply on social media
- Produce the evidence pack
- Mark Defused
- Teach a missed phrase
- Import the regulator's escalation file
What you see
A wall of burning business-day fuses with an evidence timeline per case, an over-the-head flow diagram, and a quarterly 'never lit' post-mortem that replays missed phrasing
What it moves
Regulator escalations per hundred thousand customers; how much of the regulator's escalation file was flagged first, split into defused, deadline missed, never flagged and unmatched; and a range for escalations avoided.
Built for
- Compliance, complaints & legal
- Contact-centre operations
- CX leaders & VoC
- Executives & leadership
