AskMila™, One Driver, and a One-Point Difference: A Quick Win from the Support Desk

Sometimes, the best support cases start with a smart question.

A few days ago, a customer reached out to me with something that really impressed me. They were reviewing performance across one of their Operating Units (OUs) and noticed that the overall safety score was unusually high for the period. Their hunch? One specific driver might be skewing the results.

They wanted to validate this: How much of the OU’s safety score was actually being driven by that one driver’s behavior?

Not the kind of general question we get every day—this was precise, data-driven, and operationally significant. If one driver is disproportionately affecting the score, it can influence coaching, reporting, and even internal reviews.

Here’s how I tackled it.

Turning to AskMila™

I decided to run the scenario through our AI assistant, AskMila™. With just two prompts, I got exactly what I needed:

• “Hi  AskMila™ what’s the overall driver safety score for now?”
  AskMila™ came back with a score of 15.
• “What would be the score if we removed the safety events and driving hours of driver from the calculation?”
  The new score? 14.

Just like that, I had confirmation: that one driver’s behavior contributed roughly one full point to the overall OU score for the period in question. It was a clean, simple comparison—and a great demonstration of how AskMila™ can be used not just for broad insights, but for really specific what-if analysis.

Closing the Loop

I replied to the customer with a breakdown of the formula we use— (safety events ÷ driving hours) × 10—and explained how the driver’s data influenced the outcome. I also shared AskMila™ output so they could see the process and results themselves.

Their response made my day:

“Jonathan, That’s fantastic—really helpful. I actually tried to look into it myself using AskMila™, but clearly didn’t phrase the question the right way. Once I saw your example, it made complete sense. And it’s great to see that AskMila™ confirms the same numbers I came up with manually!”

This was one of those satisfying moments where a thoughtful customer question, a little AI support, and a bit of human interpretation came together perfectly. It’s also a great reminder: the more specific your question, the more powerful AskMila™ answer.

And if you ever need help framing that question—well, that’s what we’re here for.