Customer handoff briefs, without rebuilding the account history.
I built a Glean workflow that brings customer objectives, commitments, risks, and next steps into one brief for the incoming account owner.
Runs on
Gong, Salesforce, Jira, Google Drive, Zendesk, Gmail, Slack. Runs on Glean.
The problem
A handoff should not start from zero
A customer handoff should not require the next owner to reconstruct months of conversations. This workflow assembles the context from existing customer systems so the new owner has a starting point for review.
What I built
Sole architect and builder
I defined the evaluation harness, designed the retrieval strategy, and integrated the output into the CS team's daily tools.
Input & Output
Customer records and conversations → Handoff brief for review
What changed
Reported outcomes
The underlying measurement data is not included in this public case study.
14 Days
Earlier warning window for renewal-risk accounts
40%+
Adoption growth before the workflow became the standard handoff path
<2%
Hallucination rate across generated briefs
Evidence summary
Transition Readiness Agent
The role, constraints, design judgment, and operating evidence behind the result.
- Role
- Defined the evaluation harness and retrieval strategy, integrated output into daily CS tools, and established prompt/quality monitoring frameworks.
- Constraints
- Joined disconnected sources, respected governance and PII controls, operated under a sub-15-second briefing target, and served 1,200+ accounts.
- Judgment
- Replaced a monolithic prompt with a state-managed, multi-step agent chain and explicit validation gates.
- Evidence
- The existing state-managed orchestration diagram depicts ingestion, contract extraction, synthesis, and a quality gate.
See how it works
Explore the operating model
Simplified illustration of the workflow. It does not show customer data or establish the reported performance.
Transition briefing route
See how retrieval, readiness checks, and structured briefing stages coordinate across connected systems.
Open the transition workflow simulationSystems modeled
Gong / Salesforce / Jira / Google Drive / Zendesk / Gmail / Slack
Scripted with illustrative data. The walkthrough explains the operating sequence and does not display customer records or live system activity.
Technical details
Systems and constraints
- Connected systems
- Gong / Salesforce / Jira / Google Drive / Zendesk / Gmail / Slack
- Control patterns
- State-managed orchestration / SOQL retrieval / Strict JSON contracts / Role-aware access / Faithfulness scoring / Human review