Metrics question
A newly launched enterprise agent has lower-than-expected adoption even though the pilot performed well. Walk through how you would diagnose the drop using funnel metrics such as routing, engagement, containment, handoff, CSAT, and resolution; separate product issues from change-management or workflow issues; and prioritize the first 2-3 changes needed to recover adoption and earn expansion.
- Decagon
- Metrics
- Hard
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What this question tests
Tests structured funnel diagnosis for an adoption gap between a successful pilot and weak production rollout.
How to approach it
- Lay out the funnel stages in order: routing, engagement, containment, handoff, CSAT, and resolution, since each stage isolates a different failure.
- Compare pilot-stage and production-stage numbers at each funnel step to find exactly where the drop happens, not just the aggregate adoption number.
- If routing or engagement drops, suspect a discoverability or change-management issue, users are not finding or trying the agent.
- If containment or handoff drops with stable engagement, suspect a product or scope issue, the agent handles fewer intents well at scale than in the curated pilot.
- If CSAT or resolution drops with stable containment, suspect quality degradation under real-world volume and variety.
- Prioritize the first 2-3 fixes at the earliest broken funnel stage, since downstream metrics cannot improve until the upstream stage is fixed.
What a strong answer includes
- Uses the funnel to localize the failure to one specific stage instead of treating 'adoption is low' as one undifferentiated problem.
- Distinguishes product issues from change-management issues by which stage of the funnel is actually broken.
- Prioritizes fixing the earliest broken stage first, since later-stage metrics are meaningless until it is addressed.
Common mistakes
- Treating low adoption as one problem instead of isolating the funnel stage.
- Fixing a downstream stage, like CSAT, while the real drop is in early routing.
Likely follow-up questions
- How would you separate a routing problem from a change-management problem?
- What would you do if two funnel stages are both broken at once?
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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 9: Prove it paid off: outcomes, economics, and pricing
- Chapter 2: Data fluency: SQL, logs, and reading the truth yourself
- Chapter 14: Get the job: the AI PM interview loop