Energy — Customer Feedback-Driven SOP and Playbook Update Pipeline

Overview

The primary purpose of this DAG is to systematically update Standard Operating Procedures (SOPs) and playbooks in response to customer feedback and interaction data. The process begins with the ingestion of data from various sources, including customer feedback surveys, performance analysis reports, and interaction logs from contact center operations. The data pipeline consists of several key processing steps: first, insights are extracted from the feedback data using natural language processing

The primary purpose of this DAG is to systematically update Standard Operating Procedures (SOPs) and playbooks in response to customer feedback and interaction data. The process begins with the ingestion of data from various sources, including customer feedback surveys, performance analysis reports, and interaction logs from contact center operations. The data pipeline consists of several key processing steps: first, insights are extracted from the feedback data using natural language processing techniques to identify common themes and issues. Next, the existing SOPs and playbooks are reviewed and revised based on these insights, ensuring that they are relevant and effective. Following the revisions, a validation step is conducted to confirm that the updates meet compliance and quality standards. Quality control measures are crucial at this stage, as they ensure that the documentation adheres to industry regulations and internal guidelines. The final outputs of this DAG are updated SOPs and playbooks, which are then published to a centralized portal accessible to all agents. Monitoring key performance indicators (KPIs) such as the frequency of updates, agent compliance with new procedures, and customer satisfaction scores are essential for evaluating the effectiveness of the updates. This DAG ultimately delivers significant business value by improving operational efficiency, enhancing customer service quality, and ensuring that agents are equipped with the most current and effective procedural documentation.

Part of the AI Assistants & Contact Center solution for the Energy industry.

Use cases

• Increased operational efficiency through updated procedures
• Enhanced customer satisfaction from informed agents
• Improved compliance with industry regulations
• Faster response times to customer inquiries
• Continuous improvement of service delivery processes