AI Agent Impact Report

Customer-facing, per-org report that shows the ROI of the Qontak AI Agent — how much it handled on its own (honest containment, net of reopens), how well, and what it saved — in plain language for a non-technical org admin ("Bu Rina").

• Anchor: ai-agent-impact-report-anchor.md
• Phase 1 (READY 9.8/10): prds/phase-1-live-impact-report.md (Confluence) — Live Impact Report MVP sourced from the ai_activity_logs datamart, no new backend instrumentation.
• Phases 2–3 (planned): diagnostic & prescriptive layer (answer coverage, escalation reasons, knowledge-gap→lift), then audited value & quality (CSAT, quality scoring, audited rupiah). See the anchor Phase Index.

Owning squad: BOT — Bot, AI & Automation. Positioning: lead on the AI+human blended journey and honest containment; treat gap-closing as parity. The report's metric spec drives the ai_activity_logs telemetry contract.

Scope Changes

Frontend · Data · Backend — aggregate across all phases of this initiative. Per-phase subsets live on each PRD (Phase 1: Backend · Frontend · Data).