Method

60-min moderated 1:1 remote sessions

Concept test using happy + sad path scenarios

Participants

8 support agents across CSM + ITSM

All participants reported using GenAI tools

Scenarios

Tested AI assistance across key moments in the case lifecycle

Focused on what agents do when work is messy and time-bound

Motivation

Agents are evaluated on efficiency and SLA outcomes

Time-to-resolution pressure shapes real adoption behavior