Capstone · scaffold preview

Customer Care capstone.

Rubric-graded. Pass threshold 75%. On pass, the Bottega Open Badge 3.0 is issued through the cc-058 issuer chain. The scaffold preview mocks the rubric and issuance handoff.

Capstone brief

Customer Care AOS Capstone — Deflection + CSAT plan

A 180-FTE B2C support team handles 38k tickets/month with 12% AI-deflection and 4.2 CSAT. Produce a 90-day plan that drives 35% deflection while holding CSAT ≥ 4.4.

Required deliverables

•90-day milestone calendar
•Knowledge-base ontology with freshness SLA
•Takecare deflection design with red-team prompts
•Steve coaching prompts for empathetic escalation
•Compliance memo: call-recording + transcription DPA

Submission

Submit your capstone

Paste the executive summary below and attach your full deliverable bundle (PDF, ZIP, or DOCX). The rubric grades against 40% coverage, 40% signal density, 20% graduation match.

Executive summary (≥ 200 chars)

Deliverable bundle (mock upload — preview)No file selected · click to attach.pdf .zip .docx

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