Repair-to-Delight — The Aftercare Desk
Swimlane view of Repair-to-Delight — click a step for its full detail; back to the landscape.
Overlays:
Customer & boutique
Intake & dossier agents
Entitlement & goodwill
Workshop & components
Delivery & comms
1Piece handed in 1 1
2Dossier assembly & piece identification 1 1
3Missing-info loop 1 1
4Entitlement verdict 1 1
5Quote or goodwill decision 1 2
6Component resolution & reservation 1 1
7Workshop repair & QC 1
8Return delivery 1
9Proactive status & aftercare comms 1 1
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Issue → AI potential map
Derived from this view’s pain points and potentials — the operating concept column is the production thinking.
| Issue | Impact | AI pattern | Operating concept | KPI effect | Demo |
|---|---|---|---|---|---|
| Repair intake loops for weeks before a technician sees the piece | speed, cx, costcycle time is dominated by intake completeness, not repair effort | document-intelligence | Extraction is evidence-cited: every fact points at the photo, receipt line or registry record it came from, and the piece identification is confirmed against the piece registry rather than asserted. Incomplete dossiers trigger one precise request, not a correspondence. |
| |
| Repair intake loops for weeks before a technician sees the piece | speed, cx, costcycle time is dominated by intake completeness, not repair effort | outbound-agent | Messages are generated from case facts and templates under a named sender; deadline watchdogs escalate a stalled case before the promise date is breached rather than apologising after. What leaves the house is logged with the state that produced it. |
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| Entitlement is read from three overlapping layers | quality, risk, costinconsistency is both a margin leak and a fairness problem | validation-service | The agent must call the entitlement service and quote its verdict; a case cannot advance on a coverage judgement the model produced. This is the retail analog of the telco offer engine — the deterministic authority the language model defers to. Goodwill above the published cap routes to a human, every time. |
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| Matching a retired piece to a serviceable component is expert lore | speed, quality, risktribal knowledge is a single point of failure for the aftercare promise | agent-assist | Equivalence chains are data, not model memory: the agent reads the component system's mappings and quotes them, and a missing mapping is a question for the atelier veteran — captured back into the chain once answered, so the lore compounds instead of retiring with its keeper. |
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Figures marked “actual” come from FY2025 public reporting; ranges marked “illustrative” are industry-plausible benchmarks, not company data.