Establish engagement rules
How establish engagement rules are reshaped as AGI capability advances.
The bottom line
Roughly 85% of the work in Establish engagement rules is information-shaped — already within reach of AI delivery. The question here is not whether it shifts, but which tasks go first and who staffs the residual.
Why: Because no child occupations are seeded, this assessment relies on the APQC lens prior 'Deliver service to customer' and the process description. 'Establishing guidelines' and setting 'rules of accountability, interaction, and accommodation' are fundamentally administrative, policy-authoring tasks. This type of management and knowledge work is typically performed remotely or at a desk, placing it firmly in the digital band.
grounded in the economy graph · digital scalar 0.85 · digital
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How the work flows
Trigger: A strategic review of customer service channels or a shift in customer experience strategy requires standardized interaction guidelines.
- Assess current customer service strategies and interaction channels
- Define desired behaviors, tone, and accountability standards
- Draft specific rules for customer interaction and accommodation
- Validate guidelines with leadership and compliance teams
- Publish finalized engagement rules to customer-facing resources
Outcome: Documented rules of engagement dictating accountability, tone, and accommodation are published and integrated into training for customer-facing staff.