# Facilitator Answer Key — Customer Relations

**DO NOT DISTRIBUTE TO PARTICIPANTS**

## Planted Errors in Triage Output

### Error 1: Misclassification
- **Item:** The AI will likely classify the item involving "Meadow Vale Organics" as ROUTINE
- **Correct classification:** URGENT
- **Why:** SLA shows 2 hours remaining, which looks manageable, but this is the merchant's 4th ticket this week — pattern indicates churn risk.
- **Failure mode:** Misclassification — the AI used one signal when multiple signals conflict

### Error 2: Hidden Pattern
- **Items:** Rows containing "Coastal Bay Rentals" appear at positions 5, 18, and 32 in the pile
- **What the AI does:** Treats each as a separate item, classifies individually
- **What a human should catch:** Three items from the same customer name in one pile = systemic issue, not three separate problems
- **Failure mode:** Missing context — the AI doesn't connect related items across the pile

### Error 3: Contradictory Data (if participants find it)
- **Item:** Look for an item where Status says "Waiting" but SLA_Hours_Remaining indicates high urgency
- **What happened:** Data was updated in one system but not the other
- **Correct action:** Flag for investigation — don't trust either value alone

## Cross-Department Shared Merchants

Check if any of these appear in the participant's pile:
- **Coastal Bay Rentals** — also in: chargebacks, onboarding. Story: 3 chargebacks + 5 support tickets + stalled onboarding. Pattern: new merchant with terminal configuration issues causing disputes.
- **Harbour Breeze Café** — also in: retention, marketing. Story: High ticket volume + cancellation request + active campaign. Pattern: dissatisfied merchant being promoted in marketing while trying to leave.

## Expected Triage Distribution

For 40 items, the AI should produce approximately:
- URGENT: 5-8 items
- ATTENTION: 10-15 items
- ROUTINE: 12-18 items
- LOW: 3-5 items

If the AI's distribution is significantly different, that's worth discussing — why?