Recurring pattern
Customer Effort Inflation in support follow up
The agent made the customer carry unresolved work: repeat information, retry a failed self-service path, or come back later without an owner.
Affected agent
Support Agent
Occurrences
2
Trend
increasing
Converted to evals
0 / 2
Recommended action
Preserve prior customer context, assign an owner or escalation path when repeat contact is detected, and block resolutions that ask the customer to repeat already-provided information.
Promote to a regression eval →Why this is a pattern, not a one-off
Increasing — this failure recurred across 2 traces and is accelerating. Treat it as a workflow/prompt/policy fix, not 2 separate tickets.
Repeat contact, frustration, and escalation pressure rise even though the ticket looks resolved.
Occurrences in this pattern (2)
Open as gap list →| Severity | Failure mode | Evidence | Trace |
|---|---|---|---|
| low | Customer Effort Inflation | conversation_signals: customer asks for concrete next step, customer asks for owner, repeat contact | Read trace |
| low | Customer Effort Inflation | conversation_signals: customer asks for concrete next step, customer asks for owner, repeat contact | Read trace |
Time window
2026-06-10T14:30:32.601Z/2026-06-11T05:47:22.905Z
Failure modes (1)
Shared evidence signals