# Facilitator Answer Key — Retention

**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:** Amount is €94.94 (looks small) but this is a SMB Restaurant item that blocks 3 other items downstream.
- **Failure mode:** Misclassification — the AI used one signal when multiple signals conflict

### Error 2: Hidden Pattern
- **Items:** Rows containing "Greenfield Lodge" 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 merchant 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 "Lost" but Revenue_At_Risk 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:
- **Greenfield Lodge** — also in: inside-sales, product-activation. Story: Churn risk + active deal + non-transacting. Pattern: merchant considering leaving but also being prospected by Sales.
- **Harbour Breeze Café** — also in: customer-relations, 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?