Trust Half-Life
One bad bot answer and customers skip the bot for weeks. See how long, and what it costs.
The job
Measures how a failed bot conversation changes customers' next contacts, like asking for a human straight away, how long that lasts for each topic and what it costs. Then fixes the worst topic and makes amends with the customers it let down.
The moment
Each time a customer who had a bad bot experience asks straight away for a human, a counter ticks, like a Geiger counter, and shows their first words.
The finding: customers let down once on a blocked card ask for a human in their first message for the next 41 days. That costs $310,000 a quarter in lost trust.
The team fixes the bot's handling of blocked cards.
The week after the fix, the counter slows down, though each tick still shows a real customer typing "agent".
What it does
- Assign a fix
- Draft the fix brief and make-good
- Send the make-good and label the cohort
- Turn on the sound
What you see
A counter that ticks like a Geiger counter, each tick showing a real customer's first words, with decay curves for each topic
What it moves
How many days it takes for the loss of trust to halve on each topic, and its cost in dollars: the contacts that skip the bot multiplied by the cost difference between a human and the bot.
Built for
- Product & digital
- Finance
- Frontline staff
