What caused the sudden decrease in successful ticket resolutions for Moveworks's IT support automation platform last week?

Introduction

The sudden decrease in successful ticket resolutions for Moveworks's IT support automation platform last week is a critical issue that demands immediate attention. As we analyze this product challenge, I'll employ a systematic framework to identify, validate, and address the root cause while considering both immediate and long-term implications.

To tackle this problem, I'll start by asking clarifying questions to gather essential context. Then, I'll rule out basic external factors before diving deep into the product understanding and user journey. We'll break down the metric, gather and prioritize data, form hypotheses, conduct root cause analysis, and finally propose validation methods and next steps.

Step 1

Clarifying Questions (3 minutes)

• I'm noticing the issue is specific to last week. Would you say there were any significant product updates or changes implemented recently?

Why it matters: Recent changes could directly impact ticket resolution success. Expected answer: Yes, a new NLP model was deployed. Impact on approach: If confirmed, we'd focus on the new model's performance and integration.

• Given the nature of IT support, I'm wondering about ticket volume. Has there been any unusual spike in ticket submissions recently?

Why it matters: An unexpected surge could overwhelm the system. Expected answer: Ticket volume has remained relatively stable. Impact on approach: If stable, we'd look more at internal system issues rather than capacity problems.

• Considering user segments, are we seeing this decrease across all types of tickets or specific categories?

Why it matters: Helps narrow down if it's a global issue or specific to certain types of support requests. Expected answer: The decrease is more pronounced in complex, multi-step tickets. Impact on approach: We'd focus on the system's ability to handle complex queries and multi-step resolutions.

• Thinking about system health, have there been any reported infrastructure issues or downtime in the past week?

Why it matters: Infrastructure problems could directly impact ticket resolution success. Expected answer: No significant infrastructure issues reported. Impact on approach: We'd shift focus from infrastructure to application-level problems.

• Regarding measurement accuracy, has there been any change in how we define or calculate "successful ticket resolutions"?

Why it matters: Changes in metric definition could lead to apparent performance drops. Expected answer: No recent changes to the metric definition. Impact on approach: We'd focus on actual performance issues rather than measurement discrepancies.