Method
Root Cause Files
A Root Cause File is one investigation: the repeated customer contacts that triggered it, the evidence behind it, the named cause, the owner and the verified outcome. This page explains the method. Individual files are published only with the customer's written approval.
1. Detect the pattern
Trend detection groups related contacts across voice, chat, WhatsApp, email and social, so a repeating problem is visible as a pattern rather than a pile of tickets.
2. Assemble the evidence
Every contributing case, transcript, wrap-up reason and knowledge gap is attached to one file, with tenant-scoped access and a full audit trail.
3. Name the cause
Automated root-cause analysis proposes the process, product, policy or knowledge defect behind the pattern. A human owner confirms or rejects it — the AI does not close its own finding.
4. Verify the fix
After the change ships, repeat-contact and first-contact-resolution behaviour on the same pattern shows whether the cause was actually removed.
Published files
No customer-approved files are published yet. We publish an investigation only when the customer has approved the content and the outcome can be evidenced — no anonymised composites and no illustrative results.