Customer Support Automation — Prototype PRD

1. Product Overview

This app automates customer support for Summit Health members. It provides quick access to information on benefits, prior authorizations, and claims inquiries. It aims to enhance member satisfaction and reduce call volume.

2. Users

• Primary User: Summit Health members seeking support.
• Secondary User: Customer support representatives assisting members.

3. Core Workflow

1. User initiates a support query via the dashboard.
2. The app uses AI to suggest relevant articles or FAQs.
3. User selects solutions or initiates a claim inquiry.
4. Confirmation of support resolution is provided.

4. Key Features

• AI-Powered FAQs — Automatically suggests answers based on user queries.
• Claim Status Tracker — Allows users to check the status of their claims in real time.
• Prior Authorization Guidance — Provides step-by-step information on required documents and processes.
• Live Chat Option — Offers a direct link to speak with a customer representative if needed.
• User Feedback Mechanism — Collects user ratings on support interactions for continuous improvement.

5. Sample Data

1. User Query: "What is my claim status for claim #12345?"
2. Support Article: "How to submit a prior authorization request."
3. Claim Status Update: "Claim #12345 is under review; expected resolution date is October 15, 2023."

6. Design Notes

• Single-page Next.js app, Shadcn UI, Tailwind CSS, dark mode.
• Dashboard layout with sidebar navigation.
• Realistic mock data throughout, no empty states.
• Core workflow only — no auth, no settings.
• Only use common lucide-react icons (Home, Settings, BarChart3, Users, FileText, Search, Bell, ChevronRight).