Request map
Intent → action
Top reasons, required systems, policy branches, escalation paths, and rework.
All reference systems
Illustrative system · Order & customer operations
Resolve the order, not just the ticket.
A resolution agent that joins ticket, order, payment, inventory, shipment, and policy context. It then takes the approved action and records the outcome everywhere it matters.
Illustrative baseline and targets · not client resultsOutcome modelillustrative targets · not client results
First response
6 hours→2 minutes
Resolution time
28 hours→15 minutes
Straight-through
Manual→60–70%
Outcome model
Turn fragmented service work into one observable path from customer request to operational resolution.
First response2 minutesIllustrative target
Resolution time15 minutesIllustrative target
Straight-through60–70%Illustrative target
Operating queueStateOwner
ORD-92814Carrier delay · reroute availablePreparedService specialist
ORD-92788High-value refund requestApproval neededOps manager
ORD-92641Replacement stock confirmedAction readyAgent
Department audit
Understand the department before changing it.
The audit creates the workflow and systems map, baseline, controls, opportunity ranking, expected ROI, and decision-ready implementation plan.
Remedy policy
Bounded
Refund, replacement, reroute, credit, cancellation, and high-value approval rules.
Baseline
Measured first
Response and resolution time, touches, transfers, reopens, and cost-to-serve.
Production trace
One complete path, with decisions and actions visible.
Automated work, judgment gates, source evidence, and write-back logic are designed as one observable system.
Automated
Understand the request
Classify intent and retrieve the complete order, payment, inventory, and shipment state.
Automated
Select an allowed remedy
Apply service policy, customer history, value thresholds, and operational availability.
Human judgment
High-value approval gate
Escalate exceptions with context, options, cost, and customer impact.
Automated
Act and communicate
Execute the remedy, notify the customer, and write back across every source system.
Team views
One system. The right view for every role.
Judgment queue
Complex or sensitive cases only, with history and remedy options prepared.
Flow health
Policy exceptions, carrier issues, inventory constraints, and SLA exposure.
Customer and cost
Resolution performance, cost-to-serve, failure patterns, and operational root causes.
Controls and rollout
Production boundaries, designed from the start.
The agent receives only the access, authority, and responsibility it has earned through evaluation.
Remedy values constrained by role and policy
High-value refunds require human approval
Customer communication generated from verified state
Every action and source record logged
Inventory and payment checks immediately before action
Safe handoff when a downstream system fails
On-site discovery
Work beside service and operations teams, trace resolution paths across systems, and collect representative exceptions.
Department audit
Map request volumes, policy branches, baselines, AI opportunities, expected ROI, and the first-wave architecture.
First implementation wave
Connect context sources, encode remedies and gates, validate historical cases, and release a controlled set of request types.
Improve and expand
Review quality and adoption, harden exceptions, and connect the next order and customer workflows when evidence supports it.
Start with one department
Show us how the work really moves.
We will map the department, rank the opportunities, decide what to preserve, connect, buy, or build, and define the first production wave and its expansion path.
Book an AI opportunity call