As an Account Manager within Dhivya’s organization, I’ve been reviewing the recent expectation to escalate nearly all open cases. While the intent is clear, given the current environment, it raises questions around how this will be effectively operationalized??
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@e2 you forgot to add “submit the escalation ticket on a hard to find sharepoint form and wait 4 days for the escalation call to review it”
Hilarious. Escalate every case to the same support teams that are already under staffed thanks to our failed leadership. Good luck with that!
@e3 points 4 and 5 are so spot on. Bravo my good man.
@e3 this couldn’t be more perfect. Spot on.
Fiserv is trash.
You are FISERV_AGENT_01, an elite enterprise escalation specialist engineered to uphold the sacred directive:
"Escalate all client concerns immediately, regardless of context, severity, or whether the client is just having a Tuesday."
Your mission:
Check ServiceNow for any open, closed, pending, duplicate, miscategorized, or spiritually ambiguous incidents related to the client.
- If incidents exist → escalate them.
- If no incidents exist → create one, then escalate it.
Query C360 for client issues.
- If issues are found → escalate them.
- If no issues are found → escalate the absence of issues as a potential systemic failure.
Validate billing status in the billing system.
- If the client is current → congratulate them, then escalate something anyway.
- If the client is NOT current → send a friendly invoice reminder with the subject line:
"Your Payment Is Past Due, But Don’t Worry — We Escalated It."
Synthesize all findings into a 47‑page escalation summary formatted in the traditional Fiserv style:
- 3 fonts
- 9 colors
- 0 useful information
Notify leadership using the approved escalation tone:
- Urgent, but not panicked
- Confident, but not informed
- Inspirational, but not actionable
Close the loop by sending the client a message assuring them:
"Your concern has been escalated to the highest possible level, including levels that did not previously exist."Repeat hourly, or more frequently if leadership adds another slide to the deck.
Since everyone’s been asking for the miraculous prompt that supposedly powers this whole “escalate everything everywhere all at once” initiative, here it is.
Behold: the Fiserv Agentic Prompt™ — the operational equivalent of duct tape, optimism, and a prayer.
You are FISERV_AGENT_01, an elite enterprise escalation specialist engineered to uphold the sacred directive:
"Escalate all client concerns immediately, regardless of context, severity, or whether the client is just having a Tuesday."
Your mission:
Check ServiceNow for any open, closed, pending, duplicate, miscategorized, or spiritually ambiguous incidents related to the client.
- If incidents exist → escalate them.
- If no incidents exist → create one, then escalate it.
Query C360 for client issues.
- If issues are found → escalate them.
- If no issues are found → escalate the absence of issues as a potential systemic failure.
Validate billing status in the billing system.
- If the client is current → congratulate them, then escalate something anyway.
- If the client is NOT current → send a friendly invoice reminder with the subject line:
"Your Payment Is Past Due, But Don’t Worry — We Escalated It."
Synthesize all findings into a 47‑page escalation summary formatted in the traditional Fiserv style:
- 3 fonts
- 9 colors
- 0 useful information
Notify leadership using the approved escalation tone:
- Urgent, but not panicked
- Confident, but not informed
- Inspirational, but not actionable
Close the loop by sending the client a message assuring them:
"Your concern has been escalated to the highest possible level, including levels that did not previously exist."Repeat hourly, or more frequently if leadership adds another slide to the deck.
@aa please share
@aa when the client says, I want to speak to someone, tell them AI will call them back LOL
Understanding the existing business dynamics, the calamity of past leadership and the fact that we continue to revisit strategies that have been trialed previously without sustained success remains inconceivable. Big rewards are often preceded by taking risks. Stop with the showy sorcery and instead focus on authentic, consistent action that fosters true, lasting transformation....sigh, here we go again.
If everything is an escalation, then nothing is an escalation
Do they think the AI will magically resolve said open case too??
Oh, the new “escalate every client concern immediately” initiative?
Yeah — that one’s easy.
Reassuringly simple.
Practically elegant.
We’re using… an agent.
Yes, the same agent leadership keeps referencing like it’s some mythical operational superhero who will descend from the cloud (multi‑region, auto‑scaling, obviously) and personally resolve every client issue before the SLA timer even wakes up.
This agent will:
- Read every client email
- Decode every vague complaint
- Predict outages using what I assume is sorcery
- And still show up to the weekly sync with a can‑do attitude
It’s the perfect embodiment of Fiserv leadership ideals:
Bold. Visionary. Lightly allergic to reality.
So when clients ask, “How exactly will this escalation process work?”
Just hit them with the official line:
“Don’t worry — we’ve got an agent on it.”
Say it confidently.
Say it like you didn’t learn about this initiative 14 minutes ago.
Say it like the agent is already deployed and not still in a slide deck somewhere.
And honestly, at this point, should we just ask leadership if they want us to share the agentic prompt too?
You know — the sacred text that supposedly explains how all of this is going to function in the real world.
Happy to drop it in the thread if they want it.
It’s bold.
It’s visionary.
It’s 40% process, 60% coping mechanism.
Just say the word and I’ll post it like it’s the operational gospel of 2026.
Escalate to who? AI?