Support Deflection Program

{
  "$schema": "https://openpresentation.org/schema/opf/v1",
  "name": "Support Deflection Program",
  "description": "Support Deflection Program is a fictional OPF example for customer support teams. It demonstrates a realistic presentation structure with catalog-backed design and content payloads.",
  "filename": "support-deflection-program",
  "language": "english-ca",
  "audience": [
    "engineering-team",
    {
      "id": "regulators",
      "attentionBudgetMinutes": 34,
      "technicalFluency": "high",
      "decisionPower": "advisory",
      "recommendedNarratives": [
        "transformation-arc"
      ],
      "recommendedTones": [
        "technical"
      ]
    }
  ],
  "purpose": {
    "id": "report",
    "outcome": "Move repetitive questions into self-service without hurting CSAT",
    "successCriteria": [
      "The audience can state the decision in one sentence.",
      "The owner and next checkpoint are explicit."
    ]
  },
  "tone": {
    "id": "technical",
    "voiceCues": [
      "Make the decision visible.",
      "Use concrete operating language."
    ],
    "avoid": [
      "Do not bury the ask.",
      "Do not over-explain obvious context."
    ]
  },
  "narrative": "transformation-arc",
  "design": {
    "theme": "dark",
    "colorScheme": {
      "id": "deep-purple",
      "primary": "#14B8A6",
      "secondary": "#0F172A",
      "accent": "#1D4ED8",
      "background": "#FFFFFF",
      "text": "#0F172A",
      "custom": {
        "signal": "#B45309",
        "risk": "#047857"
      }
    },
    "fontScheme": {
      "id": "miriam",
      "heading": {
        "family": "Aptos Display",
        "weight": 700
      },
      "body": {
        "family": "Aptos",
        "weight": 400
      },
      "code": {
        "family": "Consolas",
        "weight": 400
      }
    },
    "dimensions": "letter",
    "background": "#F8FAFC",
    "titleAlignment": "center",
    "contentAlignment": "right",
    "contentBox": false,
    "contentDirection": "horizontal",
    "chartPrimary": "bottom",
    "imageFill": "crop",
    "listBullet": "character",
    "logo": "asset:brand-logo",
    "watermark": {
      "src": "asset:watermark",
      "opacity": 0.06
    },
    "header": {
      "left": {
        "section": true
      },
      "right": {
        "image": "asset:brand-icon"
      }
    },
    "footer": {
      "left": {
        "organization": true
      },
      "center": {
        "text": "Internal planning draft"
      },
      "right": {
        "slideNumber": true
      }
    },
    "slideImage": {
      "src": "asset:cover-bg",
      "position": "right"
    }
  },
  "slides": [
    {
      "id": "s1",
      "section": "Opening",
      "layout": "title-subtitle",
      "tag": "Customer support",
      "title": "Support Deflection Program",
      "subtitle": "Waypoint Apps Customer support",
      "notes": "Open by naming the decision: Move repetitive questions into self-service without hurting CSAT."
    },
    {
      "id": "s2",
      "section": "Context",
      "layout": "text-2x",
      "title": "Why This Matters",
      "text": [
        "Waypoint Apps should focus the next cycle on ",
        {
          "text": "move repetitive questions into self-service without hurting csat",
          "bold": true,
          "color": "#14B8A6"
        },
        " while making the operating tradeoffs clear to customer support stakeholders."
      ]
    },
    {
      "id": "s3",
      "section": "Evidence",
      "layout": "chart-2x",
      "title": "Signal Trend",
      "type": "chart",
      "chart": {
        "type": "dot-plot-6x",
        "data": {
          "columns": [
            "Quarter",
            "Current",
            "Baseline"
          ],
          "rows": [
            [
              "Q1",
              12,
              9
            ],
            [
              "Q2",
              16,
              11
            ],
            [
              "Q3",
              19,
              13
            ],
            [
              "Q4",
              23,
              15
            ]
          ]
        }
      }
    },
    {
      "id": "s4",
      "section": "Options",
      "layout": "table-1x",
      "title": "Decision Options",
      "table": {
        "columns": [
          "Workstream",
          "Owner",
          "Status",
          "Decision"
        ],
        "rows": [
          [
            "Customer support",
            "Program lead",
            "Watch",
            "Continue"
          ],
          [
            "Data and reporting",
            "Analytics",
            "At risk",
            "Tighten metric definitions"
          ],
          [
            "Field adoption",
            "Operations",
            "On track",
            "Add weekly office hours"
          ]
        ]
      }
    },
    {
      "id": "s5",
      "section": "Plan",
      "layout": "text-2x",
      "title": "Execution Timeline",
      "type": "timeline",
      "timeline": {
        "name": "Customer support execution path",
        "description": "Major milestones for Waypoint Apps.",
        "events": [
          {
            "when": "Sep",
            "what": "Baseline",
            "description": "Confirm current state, owners, and constraints."
          },
          {
            "when": "Oct",
            "what": "Pilot",
            "description": "Run a narrow pilot with visible success criteria."
          },
          {
            "when": "May",
            "what": "Scale",
            "description": "Expand the approach after risk review."
          },
          {
            "when": "Jun",
            "what": "Embed",
            "description": "Move reporting and routines into steady-state operations."
          }
        ]
      }
    },
    {
      "id": "s6",
      "section": "Close",
      "layout": "list-1x",
      "title": "The Ask",
      "bullets": [
        {
          "text": "Approve the next milestone for move repetitive questions into self-service without hurting csat.",
          "level": 0
        },
        {
          "text": "Assign an executive sponsor and one accountable owner.",
          "level": 0
        },
        {
          "text": "Review progress in the next operating meeting.",
          "level": 0
        }
      ]
    }
  ],
  "organization": {
    "id": "waypoint-apps",
    "name": "Waypoint Apps",
    "legalName": "Waypoint Apps, Inc.",
    "logo": "asset:brand-logo",
    "domain": "waypoint-apps.example",
    "email": "hello@waypoint-apps.example",
    "phone": "+15551000034",
    "tagline": "Move repetitive questions into self-service without hurting CSAT",
    "role": "primary",
    "socials": {
      "linkedin": "@waypoint-apps",
      "tiktok": "https://tiktok.example/waypoint-apps"
    }
  },
  "speaker": {
    "id": "speaker",
    "name": "Evan Brooks",
    "title": "Product Lead",
    "organizationId": "waypoint-apps",
    "bio": "Leads customer support planning for Waypoint Apps.",
    "socials": {
      "linkedin": "@waypoint-apps-speaker"
    }
  },
  "author": "OPF Example Generator",
  "takeaway": "Move repetitive questions into self-service without hurting CSAT",
  "duration": 17,
  "tags": [
    "business-functions",
    "customer-support",
    "report",
    "technical",
    "medium"
  ],
  "assets": {
    "brand-logo": {
      "src": "./assets/waypoint-apps-logo.svg",
      "alt": "Waypoint Apps logo",
      "mediaType": "image/svg+xml"
    },
    "brand-logo-light": {
      "src": "./assets/waypoint-apps-logo-light.svg",
      "alt": "Waypoint Apps light logo",
      "mediaType": "image/svg+xml"
    },
    "brand-icon": {
      "src": "./assets/waypoint-apps-icon.svg",
      "alt": "Waypoint Apps icon",
      "mediaType": "image/svg+xml"
    },
    "cover-bg": {
      "src": "./assets/waypoint-apps-cover-5.jpg",
      "alt": "Customer support background image",
      "mediaType": "image/jpeg"
    },
    "supporting-photo": {
      "src": "./assets/waypoint-apps-field-photo.jpg",
      "alt": "Customer support field context",
      "mediaType": "image/jpeg"
    },
    "demo-video": {
      "src": "./media/waypoint-apps-demo.mp4",
      "title": "Customer support walkthrough",
      "mediaType": "video/mp4"
    },
    "metric-data": {
      "src": "./data/support-deflection-program.csv",
      "format": "csv",
      "title": "Support Deflection Program data"
    },
    "watermark": {
      "src": "./assets/waypoint-apps-watermark.png",
      "alt": "Waypoint Apps watermark",
      "mediaType": "image/png"
    }
  },
  "extensions": {
    "example": {
      "folder": "business-functions",
      "density": "medium",
      "scenario": "support-deflection-program",
      "generatedBy": "scripts/generate-example-suite.mjs"
    }
  }
}