Product design question
A Fortune 500 prospect wants to automate customer support across chat, email, and voice, but the C-suite is skeptical about quality and brand risk. How would you choose the first 1-2 workflows, define the pilot scope, and set launch criteria so the deployment is compelling enough to win the deal, feasible to ship in 8-12 weeks, and expandable after launch?
- Decagon
- Product design
- Hard
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What this question tests
Tests scoping judgment for a skeptical enterprise buyer, balancing a compelling pilot against real delivery risk in 8 to 12 weeks.
How to approach it
- Interview the C-suite and frontline ops to find which workflow has the highest volume and lowest brand risk if it fails.
- Pick one or two workflows that are narrow, well defined, and already have documented policies, such as order status over open ended complaints.
- Scope the pilot to a single channel first, likely chat, and defer voice given higher error tolerance risk.
- Set explicit launch criteria, such as accuracy thresholds, human handoff coverage, and a rollback plan, before go live.
- Design the pilot so success naturally opens the next workflow or channel, rather than being a dead end demo.
What a strong answer includes
- Chooses a workflow like returns status or password reset over something ambiguous like billing disputes, because it minimizes brand risk.
- Proposes a shadow mode period where the agent drafts responses for human review before going fully autonomous.
- Defines concrete launch gates, for example 95 percent policy adherence on 200 sampled conversations, not just a go live date.
Common mistakes
- Choosing a workflow that is technically impressive but too risky for a first deal with a skeptical C-suite.
- Promising full omnichannel automation in the pilot instead of proving value narrowly first.
Likely follow-up questions
- How would you decide when the pilot is ready to expand to email or voice?
- What would you do if the pilot hits its accuracy target but complaint volume still rises?
More product design questions
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More questions from Decagon
Learn the skill behind it
Chapters of the AI PM course that teach what this question tests.
- Chapter 4: Discovery and strategy for AI products
- Chapter 7: AI UX and human oversight: design for a system that is wrong sometimes
- Chapter 14: Get the job: the AI PM interview loop