Customer support drafting: data quality checks
Agree what a valid source record looks like. Start with redacted support threads and approved guidance and plan draft replies for an agent to approve.
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The project in view
- Start with
- redacted support threads and approved guidance.
- Proposed result
- draft replies for an agent to approve.
- A decision to resolve
- promises that are not supported by policy.
This is a planning example. It does not describe a completed client engagement.
Data quality checks for this project
- Check redacted support threads and approved guidance for completeness, conflicting versions and consistent references.
- Add a separate validation rule for promises that are not supported by policy.
- Keep unresolved records separate from draft replies for an agent to approve; record the reason rather than silently filling a gap.
Questions to answer together
- Which fields, references or measurements must be present?
- How are duplicates, contradictions and missing values reported?
- Which corrections require confirmation from the source owner?
What to have at the end
A validation checklist with examples of valid, rejected and unresolved records.
Record the decision on promises that are not supported by policy alongside the source material. If it is still unresolved, identify who can answer it and what work depends on the answer.
Prepare your enquiry
Use this as a starting point. Add your current process, available examples and constraints before sharing.
Send your completed brief to hello@iansamonte.com or visit the main page to discuss your project.