Made-up example. Northbridge Bank is not a real bank, and every number here is invented to show how AI EnableOS works.
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Step 1 of 6 · part 2 of 2
Discover: Map the work
Map the work: who does what, how long it takes, where it hurts.
1. Questions asked
The AI wrote these questions from similar real projects. The answers are made up.
Q: Walk me through a dispute call, step by step.
A: Customer calls, specialist asks questions, searches the rulebook, explains the rule, files the dispute.
Q: Which step takes the longest?
A: The rulebook search: about 70 seconds on hold.
Q: What goes wrong today?
A: After a policy change people pick an old rule. New hires are slow.
Q: Which tools do they use?
A: the bank's approved AI platform, the dispute system and the rulebook PDF.
2. What we found
- Steps today
- 1. Customer calls. 2. Specialist asks questions. 3. Specialist searches the rulebook (70 seconds on hold). 4. Specialist explains the rule. 5. Specialist files the dispute.
- How often
- 120,000 dispute calls a month, 90,000 need a rule lookup
- Pain points
- Hold time, wrong rule picked after policy changes, new hires slow
- Tools
- The bank's approved AI platform, dispute system, rulebook PDF
3. AI recommends, a person decides
AI recommends Go
AI should do step 3, the rulebook search. People keep talking to the customer and filing the dispute.
- Step 3 is the slow one: 70 seconds on hold.
- It is a search task, which AI does well.
- Explaining the rule and filing the dispute stay with the specialist.
A person decided: Operations head, card services (project owner)