The Unwritten Charter
The rights your customers believe they have, beside the ones you promise.
The job
Finds the expectations customers treat as rights, where they came from and what they cost, and closes each gap by adopting the right, explaining the policy or correcting the belief.
The moment
The app writes out the rights customers believe they have as an official-looking charter, beside the policy the company actually publishes.
Article 3 reads: "if you cancel my flight, you owe me a hotel". Between 62 and 70% of people complaining about cancellations assert it, but the policy only covers delays over six hours.
The belief came from a rival's policy and one viral post. It costs 2,300 escalations a quarter.
The legal lead realises the anger is about a broken expectation, not the delay itself. The COO signs Article 3 into the policy as an amendment.
What it does
- Decide adopt / explain / correct
- Draft an explanation in the customer's own words
- Send the explanation to the KB and AI agent owner
- Correct the source
- Countersign and publish an amendment
What you see
An official-looking charter of numbered, footnoted articles beside the published one, with a signature page for amendments
What it moves
Escalations and regulator referrals caused by false expectations each quarter, and the share of complaining customers who claim a right the policy doesn't give them.
Built for
- Compliance, complaints & legal
- QA, training & knowledge
