Tried-the-App Tracer
Draw where citizens retreat from the app to the phone, then walk them back.
The job
When citizens start a service in the app, fail, and end up on the phone or at a counter, show where they retreat, how many, and why; then have every assisted channel walk them back online at the exact step they failed, and credit the people who do it.
The moment
The minister's office sees its permit service drawn like the classic map of an army's retreat. 100,000 citizens set out in the app, and at photo upload a fat branch peels off to the phone while I tried the app three times rides along it in eleven languages. The contact-centre head arms the walk-back play. Three weeks later the redrawn map shows that branch at half its width against its own ghost, and a blue return band climbs back up into the main army: 6,400 callers finished online from a link sent while they were still on the line, and the floor's top team is credited with 1,100 of them.
What it does
- Arm a walk-back play (agent macro + WhatsApp template with resume-at-step link)
- Send the link during a live contact
- File the failing step with branch verbatims
- Send a counter rescue card to service-centre managers
- Replay a composite detour and open its tickets
What you see
A retreat-map chart with a ghost band and a return-march band, a composite detour replay, a walk-back play card and a floor league of citizens moved online. Every branch drills to verbatims.
What it moves
Retreat rate per 1,000 starts at the worst step, citizens walked back online per month (credited per team and per AI agent), and digital take-up per service.
Built for
- Product & digital
- Contact-centre operations
