Discovery — half a day
We listen to real calls or read real threads. Not a workshop: the point is to find the one conversation with the most volume and the least judgement in it, because that is the one an agent handles well first.
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How we deliver
Five steps from a first conversation to an agent answering real customers. Most accounts are live in two to four weeks; where yours will not be, we say so before you sign anything.
The first two weeks
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02
03
From a conversation to something running
Design — three to five days
The flow, the escalation points and the words the agent uses, written down and agreed with the people who own that conversation today. You see the script before anything is built.
Build and connect — one to two weeks
The agent, plus the integration work into your CRM, ticketing, booking or billing system. This is usually the part that decides the timeline, which is why we ask about your systems on the first call.
Going live
04
05
06
Small share first, then the rest
Live on a slice of traffic
A share of real calls or messages, with your team watching transcripts daily. Anything the agent hands over gets read, and the flow is corrected while the volume is still small enough to correct cheaply.
Widen, then keep tuning
Volume goes up as the numbers hold. After that it is maintenance: new cases, new phrasings, changes when your systems change. Agents drift if nobody is watching them, so somebody is.
What you keep
Documentation of the flows, the prompts and the integrations, in your own hands. If you take it in-house or elsewhere, everything needed to run it goes with you.
Who does what
Where the work sits
The honest version, so nobody is waiting on somebody who did not know they were needed.
| Step | We do | You do | Typical time |
|---|---|---|---|
| Discovery | Listen to calls, pick the case | Give access to recordings or threads | Half a day |
| Design | Write the flow and the words | Review and approve the script | 3–5 days |
| Integration | Build and test the connections | Provide credentials and a sandbox | 1–2 weeks |
| Pilot | Run and correct daily | Read transcripts, flag what is wrong | 1–2 weeks |
| Rollout | Raise volume, watch the numbers | Agree the threshold to widen at | Days |
| Ongoing | Tune, extend, monitor | Tell us when your systems change | Continuous |