Quantic Systems: Four agents accounted for just over half the category.
Aisha Bello
The problem
A support team was fielding a rising category of tickets nobody had connected to AI.
What we did
Ticket text was grouped against agent run data by task and timing.
The result
Four agents accounted for just over half the category. Three were re-scoped, one retired.
We had eleven agents doing overlapping work and no way to see it.
Share
