Growth · Structure
Proactive escalation of an AI misconfiguration issue
Pilot Performance Optimization · Cross-functional Enablement
Categories
Growth · Structure
Subcategories
Pilot Performance Optimization · Cross-functional Enablement
Metric categories
- Deal/Revenue Retention
- Risk Mitigation
- Customer Satisfaction & Advocacy
At a glance
Proactive escalation of an AI misconfiguration issue
Proactively flagged and escalated an AI misconfiguration risk, retaining the affected deal with a positive testimonial while eliminating the risk for future customers.
Deal retained
1 positive customer testimonial
risk eliminated for future customers
Background
The AI algorithm was found to be adjusting a customer's setup in the opposite direction from optimal for their specific use case.
Goal
Solve the issue for the affected customer and ensure future customers would not be exposed to the same risk.
The Work
Documented and flagged the issue, escalated it internally, and in the meantime shifted the customer's attention to another product area to ease their frustration while the fix was prioritised.
Outcome
The deal was won, the underlying issue was solved, the customer was happy and left a positive testimonial, and the risk was eliminated for future customers.
