End User Interaction: Decision Tree



A large customer service company needed to find a simple way for their staff to get an answer, based on a series of yes or no questions driven from customer interaction. There would only ever be a finite number of outcomes and at the moment was represented using a simple flowchart.

However, they also wanted to track everyone who used it, be able to expand if necessary and provide changing examples where necessary – scalability was essential for their growth.


A decision tree was the simplest option, where users would answer a series of yes or no questions, where the questions and answers would be sourced from a table, as well as the end result.

Logging the user questions, and end result was simple and provided the company with a huge amount of insight and detail as to what their customers were asking their customer service representatives.

At the end, the company spent a lot less time researching what customers were looking for indirectly (around 50%) and simply referred to the decision tree to discover trends in customer’s needs – improving the service they provided to their customers.

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If you need staff to follow a flow-chart in order to get to an end-result, a decision tree is often the most simplest solution.