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Topic

Customer Workflows

Inquiries, qualification, replies and the work between a message and a decision.

Experiments

Field Experiment #00312 Sept 2026

Structured Business Information → Appropriate Next Action

Using the ten structured cases from Experiment #002, a human and an AI each assigned a priority, a next action, a reason and something to avoid. Both converged on the same operational pattern. AI was more conservative about missing information and stronger on operational prerequisites; the human was more commercially proactive and read customer psychology.

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Field Experiment #00115 Aug 2026

Customer Inquiry → Next Action

We ran 10 synthetic customer inquiries through a qualification workflow — interpret the message, identify missing information, decide the next action — and compared how a human and an AI model handled them. The inquiries were incomplete more often than not, and the next action was rarely obvious.

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Findings

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