Truth Lag
Catch the minutes your bot says 'no outage' while the street is dark.
The job
Finds and shrinks the time when the company's own AI voice and chat agents deny an outage customers are already living through. Fixes the status feed behind the denials, and earns the right to switch early based on an auditable accuracy record.
The moment
Between 14:02 and 14:47, the voice agent told 312 callers there was no reported outage in their area, while 1,100 posts from the same two districts said otherwise.
The screen replays the bot's denial side by side with the answer it gave once the district was switched to outage status.
At the next incident, the district is switched after 6 minutes, and the gap shrinks to a sliver.
When the official outage system catches up, the early switch is confirmed as correct.
What it does
- Flip a district to customer-reported outage
- Send evidence to the OMS desk
- Apologise to denied callers
- Stamp a flip Correct or False alarm
- Auto-flip without a click
What you see
Twin-timeline lag strip per incident with a denial counter and flip switch per district, a before/after denial duet, and a monthly flip and lag ledger.
What it moves
Minutes of lag per incident and callers wrongly told there is no outage, plus handling minutes of repeat calls avoided each month.
Built for
- Frontline staff
- Contact-centre operations
- Compliance, complaints & legal
