Processes
Interface with customers
How interface with customers are reshaped as AGI capability advances.
ProcessesInterface with customers
Business-as-Code
Read as an executable program — the work decomposed into Code, Generative, Agentic, and Human.
Interface with customers sits inside a larger value-flow — 1 parent structure it composes into. The hierarchy is grounding, not the story: it tells you which aggregate exposure Interface with customers inherits.
Where Interface with customers sits
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How the work flows
Trigger: A customer initiates an inquiry, service request, or complaint via a physical or digital channel, or the institution triggers a scheduled outbound communication.
- Receive and route incoming customer communication
- Authenticate customer identity and access account details
- Determine the nature of the inquiry or service request
- Fulfill the request or escalate to specialized support tiers
- Log interaction details in the customer relationship management system
- Trigger post-interaction satisfaction surveys or follow-up tasks
Outcome: The customer's need is addressed or routed to a specialist, and the interaction is documented in the core system.
Measured by
First Contact Resolution RateAverage Handle TimeCustomer Satisfaction ScoreCost Per Interaction