Product Strategy and Modeling

for Customer Service Operations


Product Strategy

Defined a two-tiered tech support service in terms of standard business processes and system interfaces to support the nation-wide high-speed internet service launched by @Home Network and three major cable operators. Specified expanded services for resolving tech support calls consistently across multiple operations centers.



Defined an interactive scripting engine for Level 1 Tech Support based on a probabilistic model of case path. The web-based system minimizes the cost of Level 1 operations, increases tech support consistency, and streamlines the transfer to Level 2 experts.