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Customer support automation framework with four personalities

The article discusses a framework for classifying customer support teams into four personality types based on the axes of “Simplicity” and “Activity.” The “Simplicity” axis measures the complexity of support tickets, while the “Activity” axis measures the level of action or interaction required to resolve tickets. The four personality types are Knowledge Guardians, Enthusiastic Explorers, Thoughtful Analysts, and Complex Navigators. Each personality type has specific automation solutions and industries associated with them. The article emphasizes the importance of deploying generative AI automation tailored to the specific needs of each personality type.

Original article: The Four Personality Types Of Customer Support Automation

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About Me

Digital transformation, including agile and devops, across many industries, most recently in higher education. Designed and built the Emory faculty information system. Working in continuing education to improve and expand career-focused learning, esp. in workforce development. Expanding the role of innovation and entrepreneurship. Designed, built, and launched the Emory Center for Innovation.

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