Results for “physiological-signals”

Use to measure customer effort from behavioural signals instead of CES surveys, and to audit whether a composite effort score is honest. Trigger for "customer effort score", "behavioural CES", effort without survey, repeat contacts and channel switches, transfers and reopens, or "our CES doesn't match operational data".

Use to identify signals of customer vulnerability in support conversations and audit whether they were recognised and acted on. Trigger for "identify vulnerable customers", "did we spot the vulnerability signals", "customers in financial difficulty", bereavement or health disclosures in support, vulnerable customer handling audits, or designing vulnerability recognition for a support team.

Use to design or audit the support contribution to a customer health score, so the score predicts something instead of averaging weakly-related signals into a colour. Trigger for "build a customer health score", "add support signal to health scoring", "our health scores don't predict churn", red/amber/green account scoring, or a health score nobody trusts.

Analyzes Zeek conn.log connection intervals using statistical methods to detect C2 beaconing patterns, flagging periodic connections with low jitter.