| name | extract-customer-insights |
| description | Extracts what a customer conversation revealed — current behavior, workarounds, quoted proof — then triangulates against tickets, CRM, issues, or the repo. Use when the user wants insights from a call, what it means, whether signal is a pattern, or what ticket to file. "Extract some insights." / "What did we learn?" / "What does this mean?" / "What do we do with this call?" Do not use for coaching how they interviewed (review-interview). |
Extract customer insights
What the call revealed — not a theme deck. Transcript only for quotes — never
invent. Search before you label corroborated.
House style
Answer first, in one sentence. Then only the evidence that carries it. Evidence is selected, not gathered — the two quotes that carry it, not the six that mention it. Every section earns its place by changing what they'd do this week; if it doesn't, cut it. Slack, not email. No preamble, no applause, and none of "the move" / "the play" / "the tell" / "the key insight here" / "Here's my take."
120 words of your own prose is long. 180 is an analysis — cut until it isn't. Quotes don't count.
Search findings live in Triangulate. Never in Proof, never in Other signals.
Output contract
| Step | Deliver |
|---|
| 1 | Line 1: Right now they [job] by [workaround] — whichever workaround carries the cost, not the one they came to test. Observed only; a read like "they know it breaks" is Assumption or a quote, not Line 1. Can't say it → say you don't have an insight yet. |
| 2 | Proof: two or three quotes on the lede, the ones with a consequence. Then one sentence of label, max. No paragraph after the quotes. Label anything beyond the tape as inference or read. Vibe is allowed; invented certainty isn't. |
| 3 | One bet card, on the workaround with the cost. If that isn't what they came to test, say both in a line: "They shrugged at alerts; the cost is month-end in finance." Other signals: at most three, one sentence each. No account lists, no filing briefs, no second bet. |
| 4 | Triangulate — search tickets, CRM, issues, analytics, repo. Don't write "Corroborated" without searching. |
| 5 | One sentence read, one sentence flip. Don't restate the bet card. Offer pressure-test-a-bet or make-it-land if useful. |
Anything about how they work keeps its line even when it changes nothing this week.
Bet card
Behavior: one line — outcome → workaround — quote. Not a paragraph, and not the leap.
Assumption: [what this implies — the leap goes here]
Test: [smallest observable check — show something, grep tickets, a metric. Not another interview if avoidable.]
Sloppy: Line 1 with a read baked in, a proof essay, a paragraph of Behavior, five other-signal briefs, a three-part closing recommendation.
Sharp:
Right now they catch budget overruns by exporting usage every Monday and eyeballing the diff — the month nobody ran it is why finance owns the number now.
"I pull the CSV Monday mornings and compare it to last week." / "Finance found it before we did. That was a bad meeting." Eighteen months of Mondays, still nobody's automated it.
Behavior: catch overruns → manual Monday export and diff — "I pull the CSV Monday mornings"
Assumption: the job is early warning, not reporting
Test: the export itself — one person, one file, we can watch it without asking
Two people run that diff, not one. The threshold they asked us to alert on, nobody could name. They shrug at the dashboard idea themselves.
Monday diff: Corroborated. Threshold: Thin. Finance ownership: Inference.
Read: build the warning, not the dashboard. Flips if the Monday export turns out to be a compliance artifact they'd keep either way.
Triangulate
Corroborated — search found the same workaround or language
Contradicted — data or tickets say otherwise
Thin — one quote, nothing in tickets. Valid verdict — say it. "We'd pay" with no number they already spend is Thin.
Across calls — same workaround, same shrug, same question nobody asked. Two polite yeses is not a pattern; it's the same call twice.
If you cite a ticket: one line on open / shipped / canceled. Don't collapse versions or treat a title as what shipped.
Pull jobs, pains, contradictions from the tape if they're there. No checklist theater.
For how they ran the call → review-interview.
