Our Capstone Project explored operational transparency, focusing on how the goodwill generated by this transparency depends on when work is and isn’t done. By examining parcel delivery data, our research showed that memory limitations make customers particularly sensitive to the end of service operations, leading them to leave higher ratings when activities happen close to the delivery time. The project contextualized these findings using psychology’s peak-end rule and emphasized that people value the certainty of knowing when a service will be completed. Applying these research insights, our team ultimately built a 24/7 AI agent to answer client questions, utilizing our findings on transparency to optimize customer interactions and improve service satisfaction.