[Customer service & support]() / [Use cases]() / [Product diagnosis]() [How it works]() [What you get]() [Scope]() [Start a review]() [Customer service & support]()[Product help]() # Diagnose product problems and hand specialists a complete case. The first questions asked at any hour, and a complete case for the specialist, so nobody asks the customer twice. [Start with a support review]() [How it works]() Case 418 To: quality lead Pocket seam opened after two washes. Product Canvas field jacket · Olive M · O-8118 Washed Twice on cold, as the label says Evidence 2 photos of the left pocket seam Checks done Care steps, seam location, order date Proposed Replace, and flag the lot for review The case your specialist receives: what was asked, what was checked and what’s proposed. ## Sound familiar? - Specialists ask every customer for the same photos, order number and steps tried. - Customers write at night and wait until morning for the first question. - A fixable problem becomes a replacement because nobody could check the basics. Specialist hours go to collecting information, and replacements go out for problems a check would have fixed, while real defects slip through. ## What changes. ShowTodayWith the engine First reply A queue until morning The first diagnostic question, at any hour Handoff A forwarded thread A complete case: product, evidence and checks done Versions Whichever model the agent remembers Asks which version first, and won’t borrow another’s steps Decision Replace to be safe Fix, replace or escalate, on the evidence ## How it works. 6 steps, 4 stages. - AI**2** - Rules and automation**3** - Your team**1** - Approval 1. 1 Describe 1. AI ### Collect what’s needed Order, photos and steps already tried, asked for once and in the customer’s words. - Gorgias - Zendesk 2. 2 Diagnose 1. Rules and automation ### Match the product version and approved checks Care steps and diagnostics come from the facts for that exact product. 2. AI ### Ask the next question Narrows the problem with the next check, and explains it plainly. 3. 3 Hand off 1. Rules and automation ### Assemble the case record Product, evidence, checks done and a proposed outcome, in one place. 2. Your team Approval ### Decide the uncertain cases Specialists own warranty exceptions and anything the checks can’t settle. 4. 4 Resolve 1. Rules and automation ### Check it stayed fixed A repeat contact on the same problem reopens the case. Cases that repeat become a fix or a new check ## What you get. Real work, every week. The pocket seam on my jacket opened after two washes. That shouldn’t happen on cold washes. Did you wash it on cold, as the care label says, and could you send a photo of the seam? I’ll pass it to our quality team with your order attached. Care steps from product facts, version 2 · handed to the quality lead The first diagnostic questions, asked at any hour. Specialist queue Today Case Problem Next 418 Canvas jacket seam, Olive M Quality lead today 417 Merino crew pilling Care steps sent 416 Trail pant zipper Photo requested The specialist queue: each case with what it’s waiting on. ## How you’ll know it’s working. 1. Handoffs that arrive complete The specialist can act without going back to the customer. 2. Repeat failures on the same case Whether the fix held. 3. Replacements a check would have avoided Counted on reviewed cases, with specialist time included. Baselines agreed before we build. ## Works with what you have. Support - Gorgias - Zendesk - Intercom Commerce - Shopify We configure first Your helpdesk’s AI can already ask for photos and order numbers and hand off with a summary. We configure that, and write the checks it should run. We build when Diagnoses depend on product versions, or the specialists’ steps live in people’s heads. ## What a first build includes. Built in your accounts, around your team. Scope, fee and baseline agreed before we start. 1. 1 Design 2. 2 Build 3. 3 Run it, or hand it over [Start with a review]() [Scope this build]() ### We build - Diagnostic checks for your top product problems, written with your specialists - Version-aware product knowledge - A case record a specialist can act on without asking again - Test cases, including look-alike versions with different steps ### We start from - Product specs, care guides and warranty terms - Past product-problem conversations and photos - Your replacement and warranty rules ### From your team Owner CX lead, with the quality or product lead Involves - Customer service - Product - Quality - Engineering ## Questions teams ask. Will it decide warranty claims? No. It collects the evidence and runs the checks you’ve approved. Warranty exceptions and anything uncertain go to a specialist, with the case already assembled. What about a look-alike older version? We test it on purpose. If the shopper’s product could be the previous version, the system asks which one, or hands over, rather than borrowing the new version’s steps. Which problems does it start with? The few that fill your queue. We start where specialists repeat themselves most, and leave safety-sensitive advice with people. Who owns it once it’s running? You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your CX lead, with the quality or product lead. We can keep running it with you, or step back. How do we start? Usually with a support review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly. ## Part of your support engine. One of 12 use cases, in 6 parts. [See the whole support engine]() 1. [Order changes **2**]() 2. [Delivery & returns **2**]() 3. [Product help **2**]() 4. [Knowledge **2**]() 5. [Quality & proof **2**]() 6. [People & coverage **2**]() In product help - [**Product answers**Answer product questions from the right version of the facts]() - **Product diagnosis**You’re here Works with - [**Agent assist**Give your team source-linked answers and the next step]() - [**Repeat-contact fixes**Turn repeat contacts into fixes someone owns]() See it at work - [**Also in**Product development & quality]() ## Give your specialists complete cases. Start with a support review. [Start with a support review]() [**Talk it through first**15 minutes]() We reply within one business day. --- Source: [https://www.thekeating.co/use-cases/product-diagnosis/]() [Contact Keating & Co](mailto:nelson@thekeating.co) · [Agent guidance](https://www.thekeating.co/llms.txt)