Improve the AI workflow with PDCA
Use PDCA to run an AI workflow improvement cycle with a defined measure and adjustment.
The support assistant improved average first response time from 11 minutes to 8 minutes, but billing-ticket escalations rose from 9 percent to 18 percent. PDCA: Plan, Do, Check, Act. The common trap is to declare success on the metric that improved and ignore the metric that got worse. Before Roll out to all support tickets because average first response time improved. After Standardize AI drafts for setup tickets, pause billing auto-drafts, improve billing retrieval, then run a second measured cycle. Plan Hypothesis: AI drafts for setup tickets reduce first response time without increasing escalations. Billing tickets need separate retrieval work.…
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