Two customers could ask for the same thing for different reasons. A category alone did not tell me where each customer had got stuck.
I expected AI to help structure conversations by situation, request, and action. The early experiment explored what could be observed.
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While planning an AI system for support agents, I tried structuring conversations around the customer’s situation, request, and the action taken. I hoped we could see patterns across more conversations and bring concrete cases to the teams that could make changes.