Finding the Needle in the Haystack: How a Leading Marketplace Puts Critical Cases First

A leading grocery delivery marketplace partnered with Champ to help its Trust & Safety team get to the issues that need them most. The work covers both ends of the queue: picking out high-priority reports for human review and taking care of routine cases automatically.

Champ reads each case and the available context, works out what needs to happen, and either handles it or sends it to the right team. Across the cases Champ handled in a measured month, about 65% were automatically resolved.

Every Report Takes Work

Trust & Safety teams have to make a lot of small decisions before they can get to the big ones. Read the report. Check the context. Work out how urgent it is and who should handle it. Even a straightforward case can mean reading through a conversation, sending a reply, and updating the record before it can be closed.

And the important cases don’t arrive in a separate inbox. A report that needs someone’s immediate attention can sit alongside routine requests that have a clear next step. Someone still has to go through them and work out which is which.

For this marketplace, the aim was to give the team less of that sorting and follow-up work, so they could spend more time on the issues that actually needed their judgment.

Getting Urgent Issues to the Right People

Champ does the initial review as cases come in. It reads the report in context, identifies its priority, and routes cases that need a person to the appropriate team.

That helps bring urgent issues to the people who can act on them. The team can pick up a case after the initial sorting is done and focus on understanding the situation and deciding what to do next.

Unclear cases go to people too. Sometimes there just isn’t enough information to make a call. Those cases need a closer look, and Champ gives them a path to human review.

Taking Care of the Routine Cases

Alongside that review, Champ handles routine, lower-priority cases that are suitable for automation. It follows the required steps, sends the response, updates the case, and closes it.

That takes the follow-through off the team’s plate. A case with a clear answer can be dealt with without someone having to work through every step themselves.

It also helps with the original problem of finding the important issues. There’s less routine work left for people to get through, while the cases that need attention have already been identified and directed to them.

The Outcome

In the measured month, Champ automatically resolved about 65% of the cases it handled. For the team, that means a majority of those cases were taken care of through to completion.

The other part of the work is getting cases to people who can help. Champ reviews and routes issues that need further attention, including high-priority reports and situations that need a human decision. By the time a specialist picks one up, the initial assessment has already been done.

For this Trust & Safety team, the benefit is practical: routine cases get their answers, urgent issues get directed to the right people, and specialists have more room to work on what matters most.