Deviation Intelligence for Grab Support
A copilot that classifies agent overrides in real time, applies friction only where risk exists, and continuously learns from human judgment to strengthen automation.
Deviation handling is the product, not a side dashboard
Agents override copilot suggestions for good reasons and bad ones. The system that distinguishes corrective judgment from risky behavior — in real time, across 6 markets — is the core intelligence layer. Everything else (suggestions, automation, analytics) is built on top of it.
Three Workstreams
Grab's support transformation runs in parallel. This project is Workstream 3.
Upstream Prevention
Remove preventable cases at source. Product and process fixes that eliminate contact reasons entirely.
Self-Serve Automation
Automate resolved patterns end-to-end. FAQ, chatbots, and guided flows for repetitive inquiries.
Copilot for Agents
Deviation-intelligent copilot for complex cases. Classifies overrides, applies selective friction, and learns continuously.
Target Metrics
Explore the Analysis
Product thinking, technical architecture, and a working prototype.