Metrics question
One of Decagon's largest customers has launched an agent, but adoption has plateaued because internal teams will not let it handle higher-value interactions. How would you diagnose whether the bottleneck is model quality, workflow design, integration gaps, or change management, and how would you decide which intervention to make first?
- Decagon
- Metrics
- Hard
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What this question tests
Tests diagnosing an adoption plateau caused by human trust limits rather than a technical failure, and choosing the right intervention.
How to approach it
- Separate the four candidate causes explicitly: model quality (accuracy on high-value tasks), workflow design, integration gaps, and change management.
- Check model quality first with task-level accuracy data on the higher-value interactions specifically, not aggregate accuracy.
- If accuracy is already strong, interview the internal teams directly about why they still route manually, since this points to trust or change management.
- Check workflow design: does the agent even have a clear handoff path for higher-value cases, or is escalation the only option shown to agents.
- If model and workflow are sound, treat this as a change-management problem, and design a graduated trust rollout, starting with human-reviewed agent suggestions.
- Prioritize the intervention with the clearest evidence rather than defaulting to a model fix, which is the easiest default.
What a strong answer includes
- Explicitly separates trust and change management from model quality, since a plateau after a strong pilot usually is not a pure accuracy problem.
- Uses interviews with internal teams as real evidence rather than assuming the cause from usage data alone.
- Proposes a graduated trust rollout, human-reviewed suggestions first, as a concrete change-management fix.
Common mistakes
- Defaulting to a model-quality fix without checking whether it is actually a trust or workflow issue.
- Ignoring the internal teams' own explanation for why they resist higher-value routing.
Likely follow-up questions
- How would you measure whether trust is actually improving over time?
- What would you do if internal teams still resist after a graduated rollout?
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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