Prioritize AI support fixes with RICE
Score AI customer-service improvement ideas with RICE instead of loudest-issue prioritization.
Choose between three AI support fixes for the sprint: refund-policy grounding, tone rewrite, and order-status deflection. RICE = Reach x Impact x Confidence / Effort The common trap is prioritizing the issue with the loudest stakeholder or the biggest raw ticket count while ignoring impact, evidence, or implementation cost. Reach Refund-policy grounding affects 1,200 tickets/month; tone rewrite affects 9,000; order-status deflection affects 3,100. Reach is the number of customers or events touched in a time period. Impact Refund-policy mistakes create reopens and financial confusion, so impact is high. Tone is medium. Order status is medium-high. Impact asks how much the…
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