Service · AI Agents & Automation
The work that repeats should not need a person
Intake, triage, quoting, chasing, and reporting follow rules your team already knows. We put those rules into agents that work the queue, and keep a person in the loop wherever money or reputation is at stake.
- Every agent has a written escalation rule to a named human
- Actions are logged, so you can audit what the system decided
- We start with one queue, measured, before adding a second
- Runs on your accounts, with your data staying in your systems
What you get
Deliverables, not slideware
- 01
Queue selection and measurement
We pick the queue with the most repeat volume, count the current handling time, and set the number we are trying to move.
- 02
Agent with guardrails
Defined scope, refusal rules, escalation path, and a log of every action so nothing happens off the record.
- 03
Human handoff surface
When the agent escalates, the person receives the case with context attached instead of a raw thread to read.
- 04
Ongoing evaluation
A review set of real cases run against every change, so improvements are proven before they reach customers.
- 01In scope: order status, delivery windows, invoice copies
- 02Out of scope: refunds, contract terms, anything priced
- 03Escalates to: named human, with full thread attached
- 04Logs: every question, answer, and refusal, timestamped
- 05Review cadence: 25 real cases, weekly
How it runs
What actually happens, step by step
No discovery theatre. Each step ends with something you can read or use.
- 01
Pick the queue
One queue with real repeat volume, counted before anything is built.
- 02
Write the rules
Scope, refusals, and escalation path agreed in plain language with the people who do the work.
- 03
Ship with guardrails
The agent goes live on a narrow scope, logging every action from day one.
- 04
Measure and widen
Real cases reviewed weekly. Scope only grows once the numbers hold.
Tangible
What lands in your hands
Named objects with a format and a week attached, so the handover is easy to picture.
Working automation
One process running end to end, on your data, with a human approval step.
Deployed servicePhase oneOperating runbook
What to do when it fails, who to call, how to roll back.
PDF · 8 pagesFinal weekEvidence dashboard
The numbers that prove it worked, refreshed daily.
Live URLWeek 5Source repository
Yours from day one, including the prompts and the evaluation set.
Git repo + READMEWeek 1
Operating Runbook
Failure modes, rollback steps, and who owns each alert.
This is the real template, with client figures replaced by representative ones. Read it before you talk to us — if the format is not useful to you, the engagement will not be either.
Before and after
What the change looks like in the week
Red is the cost you carry today. Green is what the system gives back.
Today
- The same twenty questions answered by hand every day
- Follow-up depends on someone remembering to follow up
- Quotes stall in an inbox over a weekend
- Nobody can say how many requests were handled last month
After
- Repeat questions answered immediately, with a record
- Follow-up runs on schedule whether or not anyone remembers
- Quotes leave the same day, escalated only when unusual
- Volume, response time, and escalation rate on one screen
Objections
Answered before you ask
What if the agent gets something wrong?
It escalates instead of guessing on anything outside its defined scope, and every action is logged. We tune the scope against real cases before it touches customers.
Will customers know they are talking to a system?
Yes. We do not build agents that pretend to be a named employee. Being clear about it costs nothing and prevents the complaint that matters.
Do we need to replace our current tools?
Usually not. Agents work on top of the systems you already pay for. Replacement is a separate decision with its own arithmetic.
Keep going
Where people look next
Related work, the category this sits in, and the proof behind it.
One next step, and it is a paid one on purpose
The AI Opportunity Diagnostic is a fixed-scope engagement. You leave with a ranked plan you can act on with us or without us.
Still sizing the problem? Write to us in your own words first. A person reads it.