What we operate · Customer Operations
Customer Operations, run with AI and human oversight.
We run case triage, response drafting and routine resolutions. Agents handle judgment calls.
The work
What we take over.
Queues grow faster than headcount, and experienced agents spend their day on repeatable requests.
Workflows we run
- Case triage and routing
- Response drafting
- Knowledge retrieval
- Refund and exception handling within policy
- Customer onboarding steps
Systems involved
- ServiceNow
- Zendesk
- Salesforce Service Cloud
- Order and billing systems
What humans own
Service staff approve refunds above policy limits, handle escalations and own sensitive conversations.
Outcome metrics we report
- Cost per case resolved
- First-response time
- Resolution SLA attainment
- Escalation rate
Operating model
Operate is where the relationship begins.
Most AI projects end at deployment. Ours start there: once a workflow is live, we run it and improve it against the outcome we agreed.
- 01Project
Discover
Identify high-friction work and baseline the economics.
- 02Project
Redesign
Split the workflow between AI execution, policy controls, and human judgment.
- 03Project
Deploy
Connect secure production agents to existing enterprise systems.
- 04Recurring
Operate
Run the workflow, handle exceptions, monitor SLAs and govern execution.
- 05Recurring
Improve
Optimize the workflow continuously against agreed business metrics.
Human accountability
AI executes. Humans decide. Every action is accountable.
- 01
Agent executes
- 02
Policy & permission checks
- 03
Confidence / exception rules
- 04
Human specialist review
- 05
Outcome recorded
- 06
Audit trail retained
- 07
Fed back into improvement
Human judgment
People decide anything that needs judgment, authority or accountability.
Approval controls
Thresholds and maker-checker rules you set — enforced on every item.
Traceability
Inputs, decision summary, action and approver logged for every task.
Escalation handling
Clear routing decides who sees which exception, and how fast.
SLA ownership
We own the workflow's service levels and report against them monthly.
Secure integration
Least-privilege access through your identity provider and systems.
What work should AI take off your team?
Start with one workflow. Prove the economics. Then expand.