Rebuilding our Support Tech architecture

The below exist in every support interaction, at varying degrees of intensity:
Frequency of response
Accuracy of the identified reason for support
Simplicity of resolution
Information immediately available to provide a resolution
Number of topics present in a single support request
Number of topic changes that happen during resolution of a support request
Necessity of specialty skillsets that require assistance from other internal teams

By combining each of these factors, we can represent nearly every real-world support case. What these seven factors do tell us is that there is huge variability to the ways people may need support, the initial reason and complexity of issues often evolve throughout the support interaction, and imposing an opinionated data model upfront restricts the ability for the system to accurately model a support experience by the time it ends. The opinionated ideology of this new system is that it needs to be able to support multiple support data model paradigms.

Source: eng.lyft.com