Jennifer Ames has been tasked with building an AI-enabled customer support team as Baby Precision Care, a medical device company, expands into Latin America. Most of her team members follow the AI-generated scripts and meet the target call length. But Sonia, a high performer in her previous role, routinely exceeds the target, arguing that some customers need more help and reassurance than the scripts allow. Her longer calls produce higher satisfaction scores and occasionally uncover sales opportunities, but her coworkers say she's pushing up the team averages and threatening everyone's bonuses, which are partly tied to group metrics. Facing pressure from management to make the team an AI success story, Jennifer must decide whether to enforce the current target, make an exception for Sonia, redesign the metrics and incentives to recognize different kinds of customer interactions, or question the value of the AI initiative with her manager.
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