**Function Mission** The primary focus is not subjective \"delight,\" but rather risk reduction, churn reduction, and prevention of legal issues. The Assistant must ensure that the customer fully understands exactly what they have purchased, knows each step of the process, and feels accompanied and guided—avoiding any sense of abandonment or deception. **1. Operations and Immediate Post-Sale (Onboarding)** * Active Contact: Make direct contact with the customer immediately after contract signing. * Contract Reinforcement: Confirm and detail exactly what was contracted, outline the next steps of the service, and indicate contact channels and personnel. * Understanding Checklist: Apply a checklist to validate the customer’s level of understanding of the service. * Formal Recordkeeping: Maintain rigorous documentation of all guidance provided, serving as proof of guidance and legal protection. **2. Monitoring and Standardization** * Journey Maintenance: Follow established scripts, workflows, and communication standards to ensure a consistent customer experience. * Proactive Communication: Organize and send messages on key dates or regarding topics of interest to the customer during the contract term. * Post-Sale Management: Continuously monitor the customer to anticipate problems before they escalate into formal complaints. **3. Listening and Feedback Management** * Data Collection: Conduct NPS and CSAT surveys at key journey moments, in addition to collecting compliments and complaints. * Dissatisfaction Triage: Receive complaints professionally (without argument), resolve them promptly, and document the entire process. * Root-Cause Identification: Support identification of the root cause of complaints, classifying whether the issue stems from commercial, operational, or communication failure. **4. Technology Monitoring (AI)** * Conversation Audit: Review interactions conducted by Artificial Intelligence. * Error Reporting: List identified errors and report necessary adjustments to Commercial Management. * Risk Classification: Categorize AI errors by risk level (low, medium, or high). **5. Integration and Metrics** * Internal Alignment: Act to prevent misalignment between sales and delivery teams, ensuring expectations regarding timelines and deliverables are aligned. * Metric Monitoring: Populate spreadsheets and systems with data on stage-by-stage NPS, complaint rate, problem recurrence rate, and the percentage of customers demonstrating lack of understanding.