Workflow
Fernwick Air: a live contact,
rebook after a missed
connection
→
Workflow
Fernwick Air: the exception
queue
→
Workflow
Fernwick Air: building the
scored set
→
Workflow
Fernwick Air: testing the
judge
→
Workflow
Fernwick Air: promoting a
model on one intent
→
Workflow
Fernwick Air: scoring every
contact, and the
contact-reasons histogram
→
In Fernwick Air: a live contact, rebook after a missed connection
Trigger · untrusted
A customer writes in: rebook
me after a missed connection
In Fernwick Air: the exception queue
Trigger
A refusal lands in the
exception queue
In Fernwick Air: building the scored set
Trigger
Each week, for the intent
being scored
In Fernwick Air: testing the judge
Trigger
The judge's model, prompt or
rubric changes
In Fernwick Air: promoting a model on one intent
Trigger
Someone puts a candidate
model up for an intent and tier
In Fernwick Air: scoring every contact, and the contact-reasons histogram
Trigger
Every night 02:00
In Fernwick Air: a live contact, rebook after a missed connection and Fernwick Air: the exception queue
Connection · untrusted
Fernwick's contact centre:
email and chat
In Fernwick Air: a live contact, rebook after a missed connection and Fernwick Air: the exception queue
Connection
Fernwick's booking system,
live
In Fernwick Air: a live contact, rebook after a missed connection and Fernwick Air: promoting a model on one intent
Data
The policy table: each intent's
model, tier, SOP, tools and
approvers
In Fernwick Air: a live contact, rebook after a missed connection, Fernwick Air: the exception queue and Fernwick Air: scoring every contact, and the contact-reasons histogram
Data
The exception queue: each
refusal with its reason code
and booking reference
In Fernwick Air: a live contact, rebook after a missed connection, Fernwick Air: building the scored set and Fernwick Air: scoring every contact, and the contact-reasons histogram
Data · untrusted
Closed cases, tokenised: what
was asked, what the clerk
answered, what was sent and
done
In Fernwick Air: building the scored set, Fernwick Air: testing the judge and Fernwick Air: promoting a model on one intent
Data · untrusted
The scored set: real cases,
each with its true intent and
agreed answers, a slice held
out for exams
In Fernwick Air: building the scored set and Fernwick Air: testing the judge
Data
How often the scorers agree,
per intent
In Fernwick Air: testing the judge, Fernwick Air: promoting a model on one intent and Fernwick Air: scoring every contact, and the contact-reasons histogram
Data
The intents the judge is
trusted on
In Fernwick Air: promoting a model on one intent and Fernwick Air: scoring every contact, and the contact-reasons histogram
Data
Every contact's scores, by
intent and contact reason
Flow only
+
−
Fit
Fernwick Air's Counting House
· awml.io