The worst moment in support is the second time a customer explains the problem. It usually happens right after a handoff.
When Kestrel passes a ticket to a person, it is because a rule told it to stop, or because it has not seen this kind of request before. Either way, the person picking it up should be able to act in under a minute. That only works if the handoff carries the right things.
The four things we always include
- What the customer wants, in one sentence, in plain words.
- What Kestrel already checked, with the result of each lookup.
- Why it stopped, naming the rule or the missing fact.
- What it would have done, so a person can approve it or change it.
That last one matters most. A handoff that ends with a proposed action turns a five-minute ticket into a single decision.
What we leave out
We do not paste the whole conversation. It is one click away, and nobody reads it when it is in the way. We also leave out anything the model is unsure about. A handoff that guesses is worse than one that says it does not know.
How to tell if yours are working
Measure the time between a handoff and the first action a person takes on it. If that number is over two minutes, people are re-reading the ticket, and the handoff is not doing its job.