Sort AI improvements with Kano
Use Kano categories to prioritize AI customer-service improvements by customer expectation type.
Sort each AI support improvement by customer expectation type. Must-have basic Performance improver Delighter Answer uses the current refund policy source Customer does not repeat order number after escalation Reply includes a direct account-specific link when available Assistant gives a proactive delivery delay explanation before the customer asks High-risk fraud or hardship language escalates to a human Response time drops from 45 seconds to 12 seconds with same accuracy Assistant summarizes setup progress and suggests the next best configuration step AI reply is formatted with clear steps and case number The team wants the AI assistant to add a cheerful…
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