{
  "id": "workflow:support-chatbot-performance-review",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-ops.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Support Chatbot Performance Review",
    "workflowKind": "governance",
    "triggerType": "scheduled",
    "typicalCadence": "bi-weekly",
    "complexity": "cross-team",
    "description": "Reviews AI chatbot and virtual agent performance across support channels --\nmeasuring automated resolution rate by intent category and customer segment,\nanalyzing escalation triggers to identify where the bot fails to resolve and\nwhy, evaluating intent recognition accuracy through confusion matrix\nanalysis across trained intents, reviewing conversation flow completion\nrates and abandonment points, assessing response quality through\nhuman-evaluated sampling of bot interactions, tracking containment rate\ntrends after knowledge base and prompt updates, benchmarking bot CSAT\nagainst human agent CSAT for comparable issue types, and identifying new\nintents from unmatched utterance clustering. Produces bot performance\ndashboard, intent coverage gap analysis, and improvement roadmap. Excludes\nbot development and training.\n"
  },
  "outgoingEdges": [
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      "from": "workflow:support-chatbot-performance-review",
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    {
      "from": "workflow:support-chatbot-performance-review",
      "to": "role:data-scientist",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-chatbot-performance-review",
      "to": "role:engineering-manager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
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    },
    {
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      "attributes": {}
    },
    {
      "from": "workflow:support-chatbot-performance-review",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:support-chatbot-performance-review",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
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      "to": "responsibility:ai-agent-usage-review",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-chatbot-performance-review",
      "to": "responsibility:data-quality-monitoring",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-chatbot-performance-review",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:support-chatbot-performance-review",
      "to": "org-unit:engineering",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}