{
  "id": "workflow:support-tooling-review",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-deep.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Support Tooling Review",
    "workflowKind": "governance",
    "triggerType": "scheduled",
    "typicalCadence": "quarterly",
    "complexity": "cross-team",
    "description": "Periodically reviews the support technology stack and identifies automation\nopportunities — auditing ticket routing accuracy and auto-classification\nperformance, benchmarking chatbot deflection rates against industry baselines,\nevaluating new AI-assisted support tools for triage and response suggestion,\nanalyzing agent productivity metrics across tooling surfaces, assessing\nintegration gaps between ticketing, CRM, and engineering systems, and\nproducing a prioritized investment roadmap for support tooling improvements.\nProduces tooling audit reports, automation opportunity scorecards, and vendor\ncomparison matrices. Excludes tool procurement execution.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:support-tooling-review",
      "to": "role:vp-engineering",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-tooling-review",
      "to": "role:platform-engineer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-tooling-review",
      "to": "role:ai-champion",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-tooling-review",
      "to": "skill-area:observability-pipeline",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:support-tooling-review",
      "to": "skill-area:prompt-engineering",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:support-tooling-review",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:support-tooling-review",
      "to": "domain:platform-engineering",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:support-tooling-review",
      "to": "responsibility:vendor-evaluation",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-tooling-review",
      "to": "responsibility:ai-tooling-evaluation",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-tooling-review",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:support-tooling-review",
      "to": "org-unit:engineering-productivity",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}