Operations Dashboard
SG GrabFood Pilot — 8-week performance (50 agents + 50 control)
Policy Adherence
84.2%
+9.2pp
CSAT Score
4.31
+0.11
Avg Resolution Time
6.2 min
-0.8 min
Cost per Case
$0.0048
-12%
Deviation Distribution
Tier L70%
Tier M20%
Tier H8%
Tier C2%
Trends
Policy Adherence %
Agent Adoption % (using suggestions ≥1x/session)
Top Override Categories
Suggestion misses context1,240 (27.6%)
Better resolution available980 (21.8%)
Customer situation exception810 (18%)
Empathy adjustment720 (16%)
Policy unclear450 (10%)
Other300 (6.7%)
Key Pilot Insights
Learning Loop Active
47 corrective overrides promoted to suggestion index. Suggestion accuracy up 3.2pp since Week 4.
Calibration Needed
False-positive rate at 18% for "late delivery + promo" cases. Threshold for financial_exposure needs adjustment.
Graduation Candidate
"Standard late delivery refund" flow at 68% suggestion→close rate (threshold: 60%). Ready for self-serve evaluation.