Design the customer journey

LEARNING OBJECTIVE
Map customer service conversations by intent, minimum required data and human escalation.

CORE CONCEPT
Every conversation should move from a recognized customer need to a documented resolution or next step. A quick reply alone does not prove the enquiry was handled. Preserve context when escalating and identify the person responsible.

APPLIED CASE
A company receives thirty-five availability enquiries. Eight have no assigned owner after a bot provides general information. The underlying issue is incomplete follow-up, not insufficient message volume.

PROCEDURE
Define five common intentions. For each, specify essential information, authorized replies, escalation conditions and closing status. Assign an owner and audit ten sample conversations.

PRACTICE
Build a five-intent decision matrix showing the sample message, permitted action, human owner and final state.

RISK TO AVOID
Never invent a current price or request sensitive information that is not needed for the task.

EVIDENCE OF LEARNING
Track the share of enquiries with a verifiable final state and a named next-action owner.