Who Changed It
Customers noticed something changed. Nobody registered it. Find the owner today.
The job
Catches changes customers notice before anyone announced or recorded them, finds the owner and turns each into a recorded, verified decision, while putting a price on what the silence cost.
The moment
At 09:00, a wanted poster shows a phrase customers keep using: "used to be free". It has come up 140 times since Tuesday and gone 41 hours without an owner.
The poster estimates $18,200 in contacts so far.
The product operations team traces it to a payments settings change that removed the free first transfer. The poster is stamped found, and the change is reversed by 16:00.
The card closes as found, reversed and verified, with mentions already falling.
What it does
- Claim an orphan and name its owner
- Brief the care team
- Send a drafted answer to the AI agent admin
- Register the change retroactively
- Dismiss as noise
What you see
A lost-and-found desk of orphan cards led by a daily wanted poster in the customers' own words, with a reunion log and a cost ledger
What it moves
Hours from when a change is first seen to when someone claims it, how often each team's changes are found first by customers, and the monthly cost of unannounced changes in US dollars.
Built for
- Product & digital
- QA, training & knowledge
- Operations
