AI at work · fictional workplace scenes
Faster replies, unresolved customers
A faster reply does not show that a customer’s problem is solved. Otto rewrites the support workflow to send instant answers. Ollie’s dashboard turns green as reply time falls. Then the same customers return with the same issue, and Casey asks why the queue keeps filling back up.
Why it looked good
The measured number improves immediately. The dashboard counts a sent answer without checking what happened to the customer’s problem.
Q1 · What is this really for?
What should improve for the customer after a reply?
Q2 · Who decides, and did they?
Who chooses the support success measure, and have they agreed that reply speed is enough?
The next move
Ollie brings a sample of repeat contacts to Casey and proposes tracking resolved issues alongside reply time.
Try another scene
This is a standalone fictional workplace scenario, not a scene from a published episode.
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