Illustrative internal decision note.
Issue: Whether to extend the customer-support translation pilot for eight additional weeks.
Decision required by: 12 September 2026
Bottom line
Approve the extension at the current two-language scope while the team measures repeat usage and resolution time. Do not add more languages during the extension.
What has changed
The pilot has completed six weeks. Demand is concentrated in the two current languages; however, the present tracking does not show whether translated support reduced repeat contacts because cases are not linked across channels.
Options
1. End now: avoids further cost but leaves the outcome question unresolved.
2. Extend current scope: preserves comparability while adding the missing tracking field.
3. Expand languages now: increases reach but makes the outcome test harder to interpret.
Recommendation
Option 2. Add the tracking field before the extension begins and return with results after eight weeks.
Next step if approved
Operations will confirm the extension with the vendor and Analytics will add the case-link field.
Why it works: The note puts the decision first, includes only background that changes the choice, and shows why the recommended option is proportionate.