Delivery model
AI work goes wrong in a predictable way: an open-ended budget, no measurable target, and a demo that never survives production. We run four phases with a decision point at the end of each, so the risk stays bounded and the evidence arrives before the spend does.
We sit with the people doing the work and map where time actually goes - queue by queue, handoff by handoff. You get a ranked list of automatable workflows with an effort and payback estimate against each one.
Decision point 1 of 4 - continue, change direction, or stop.
We build the highest-value workflow first and run it against your real historical data, offline. You see accuracy, escalation rate and cost per task before anything touches a live customer.
Decision point 2 of 4 - continue, change direction, or stop.
The system connects to your CRM, helpdesk, store and data warehouse through their supported APIs. Permissions, audit logging, PII handling and human-escalation paths are built in, not bolted on.
Decision point 3 of 4 - continue, change direction, or stop.
Models drift and your business changes. We monitor quality continuously, re-run evaluations on every change, and tune against the metrics you actually care about - not benchmark scores.
Decision point 4 of 4 - continue, change direction, or stop.
Principles
These are not aspirations on a wall. Each one shows up as something concrete in the contract or the codebase.
Every engagement starts by naming the number we are moving - resolution rate, cost per order, hours returned. If a model improves and that number does not, the work is not done.
Agents are designed to know their limits. Low confidence, sensitive topics and frustrated customers route to a person with the full conversation attached - never a dead end.
We work inside your cloud and your retention rules. No training on your customer data without an explicit, written agreement, and every processing path is documented.
We hand over source, prompts, evaluation sets and documentation. Nothing we build is a black box you can only operate through us.
Boundaries
We are not reselling a platform with a margin on top. If an off-the-shelf tool genuinely solves your problem, we will name it and tell you to buy it - that conversation costs you nothing and saves you a build.
The model is the last decision, not the first. Which one to use falls out of the accuracy bar, the latency budget and the data constraints, all of which come from the workflow itself.
Anything we show you runs against your data, not a curated happy path. The evaluation report includes the failures, because those are the part that determines whether it can go live.
Source, prompts, evaluation sets and runbooks are handed over. If you want to take it in-house next year, you can - and we will help you do it.
FAQ
Something not covered here? Ask directly - we answer questions before contracts.
Ask usA single well-scoped workflow typically runs in production within three weeks, with a testable prototype inside the first. Broader programmes are sequenced so something ships every few weeks rather than in one large release.
No. Most of our engagements begin with the data as it actually is - messy exports, half-filled CRM fields, PDFs. Part of the diagnose phase is establishing what is usable today and what genuinely needs fixing first, rather than a year-long data project ahead of any value.
We stay model-agnostic and select per workload against cost, latency and accuracy - frontier hosted models where reasoning quality matters, smaller or open-weight models where volume and privacy dominate. The architecture keeps that choice swappable, so a better or cheaper model later is a configuration change.
In practice, the routine tier of work shrinks and the complex tier grows. We plan the role changes with you during the diagnose phase and include enablement so your team can adjust prompts, review escalations and read the dashboards without us.
Systems are grounded in your own content with retrieval, constrained to the actions they are permitted to take, and measured against a held-out evaluation set that we build from your real cases. Confidence thresholds route uncertain cases to a human, and every change is re-evaluated before it ships.
The diagnose phase is a fixed fee and delivers a costed roadmap you own regardless of whether you continue. Build work is quoted per workflow, and ongoing support is a monthly plan sized to the number of systems in production. We will give you a range on the first call.
Let's talk
A fixed-fee diagnosis gives you a ranked, costed roadmap that is yours to keep - including the honest version where the answer is that this is not your priority right now.
