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Ops Automation Assistant Journey ​

Role: Hybrid human + automation layer for proactive field operations support
Org: Kaya Sync
Scope: Platform-wide

The Ops Automation Assistant role has two dimensions:

  1. Automation Layer — a rules engine that monitors the platform and proactively triggers alerts, nudges, and task creation
  2. Human Ops Automation Assistant — a Kaya Sync staff member who handles escalations the automation layer cannot resolve

Scope of Authority ​

The Ops Automation Assistant operates within strict boundaries:

Can do:

  • Send late-order alerts and nudges to operators
  • Trigger auto-allocation nudges (recommend operator; Ops Dispatcher confirms)
  • Monitor for failed syncs and missing evidence
  • Send missing-document reminders and document-chase sequences
  • Queue hygiene (flag stale orders, surface blocked states)
  • Exception triage (categorise and surface issues to humans)
  • Create tasks for Ops Dispatcher or Internal Ops Supervisor
  • Send escalation prompts

Cannot do:

  • Override integrity assessment results
  • Release held or escrowed settlement payouts
  • Approve container relabelling or repacking
  • Close or resolve disputes

A. Automated Layer ​

The automation layer runs continuously and fires actions based on defined rules. It does not require human input unless escalation is needed.

Trigger: Late Order Detection ​

Condition: Order has been in InTransit for longer than the expected transit time for the corridor
Action:

  1. System identifies the assigned operator and current GPS position
  2. Sends automated SMS/Push to operator: "Your order [ID] is running late. Please update your ETA."
  3. Notifies Ops Dispatcher of the delay
  4. If no response within configured window: escalates to Human Ops Automation Assistant

Trigger: SOD Attestation Not Completed ​

Condition: Operator has active assignments but has not completed SOD attestation by the configured daily cut-off time
Action:

  1. Sends reminder SMS to operator: "Please complete your vehicle attestation to continue receiving orders."
  2. If still not completed after second reminder: flags operator as unavailable for new assignments
  3. Notifies Ops Dispatcher that the operator is not attestation-compliant

Trigger: Document / Scan Not Submitted ​

Condition: A scan was created but video upload has not been submitted within the expected time window
Action:

  1. Sends SMS reminder to operator: "Scan [type] for order [ID] is pending upload. Please ensure you have connectivity."
  2. If unresolved: escalates to Human Ops Automation Assistant

Trigger: Auto-Allocation Nudge ​

Condition: An order has been in ReadyForDispatch for longer than the SLA threshold with no operator assigned
Action:

  1. System identifies the best-matched available operator:
    • Active status
    • Valid SOD attestation
    • Sufficient remaining capacity
    • Located within or near the origin corridor
    • Holds the required lane capability flag
    • Highest trust tier available
  2. Surfaces the recommended operator to Ops Dispatcher for confirmation
  3. If Ops Dispatcher confirms: assigns the order and notifies the operator
  4. Logs the nudge event with rationale

Trigger: Designee Unreachable at Delivery ​

Condition: Operator has initiated delivery scan but OTP has not been confirmed within the configured time window
Action:

  1. Sends a second OTP to the Designee's phone
  2. Creates a task for Human Ops Automation Assistant flagging the unconfirmed delivery

B. Human Ops Automation Assistant ​

Step B.1: Receive Escalation ​

Human Ops Automation Assistant receives escalations from:

  • Automation layer (unresolved late orders, unreachable designees, stuck scans)
  • Operators using one-tap escalation in the mobile app
  • Ops Dispatchers who cannot resolve an issue through normal means

Step B.2: Triage the Issue ​

Reviews the escalation context:

  • Order ID, container IDs, assigned operator
  • Current state of the order and containers
  • Relevant notifications already sent
  • Operator's last known GPS and telemetry

Step B.3: Resolve or Escalate Further ​

Issue TypeResolution Path
Late order, operator responsiveConfirm updated ETA; notify Ops Dispatcher
Late order, operator unresponsiveInitiate welfare check; create task for Ops Dispatcher to reassign
Designee unreachableAttempt phone contact; if unresolved, create task for Internal Ops Supervisor
Scan stuck / upload failureGuide operator through reconnect/retry; log connectivity issue
Operator needs guidance (low literacy)Voice-guided support via phone call; step-by-step instruction
Dispute escalationRoute to Internal Ops Supervisor

Step B.4: Log Resolution ​

  • All actions taken are logged in the Event Store
  • Resolution notes attached to the relevant order/container record

Edge Cases ​

ScenarioBehaviour
Auto-allocation nudge confirmed, operator then declinesSystem surfaces next best match to Ops Dispatcher; event logged
Designee contacts Kaya Sync directly about non-deliveryHuman Ops Automation Assistant creates task for Internal Ops Supervisor to review custody chain
Automation layer fires duplicate alertsIdempotency enforced — same trigger cannot fire the same alert twice within the cooldown window

Kaya Sync Internal Documentation