Field study of 5,179 customer-support agents; effects were strongly heterogeneous by experience.
How a decision becomes defensible
- 01 / Understand
Name the sources
Files, tools and events that already exist — kept in their place, labelled clearly, with an owner.
- 02 / Anticipate
Surface what is missing
Gaps, weak signals and untested paths — visible before anyone commits to a rollout.
- 03 / Act
Decide with a trail
A comparison, a report or an automated check — with confidence, review owner and status on record.
