Results After Eleven Weeks
Measured in production eleven weeks after kickoff.
Routine billing inquiries now resolve without a person. Refunds and disputes still go to a specialist. We tune the workflows every week and add new ones in order of value to reach 80% auto-resolution by year end.
*The client already had its phone system and several integrations in place when we started.
At a Glance
We modeled cost avoidance from the investigation baselines at about $4 per auto-resolved inquiry across 500K+ inquiries a year. The downsell figure assumes the retention workflow turns about 23% of billing-driven cancellation attempts into a pause or a reduced-rate plan, worth about $0.4M a year. Auto-resolution is measured in production. Downsell conversion is an estimate.
Before and After Launch
- W4Identity verification live
- W6Account inquiry live
- W8Billing and refunds live
- W1158% resolved
- Auto-resolutionHandled by a person58% resolved without a personMeasured in production
- After-hours inquiriesOvernight backlog100% captured24% of all volume
- Retention flows2 overlapping1 consolidatedPause offered before cancel
Ongoing Support
Workflow Tuning
Every week we review real cases and adjust the prompts, decision logic, and tone.
Endpoint Upgrades
When the client's platform team ships a real-time API, we move the workflows onto it. Customers get fresher data and notice nothing else.
New Workflows
Order status is in UAT now. Renewals v2, appointment scheduling, and knowledge-base answers come next.
Operating Cadence
Working session with the client's AI and support leads; UAT on every workflow change; case reviews.
We track auto-resolution against the year-end goal and reorder the roadmap by measured value.
Two-Week Investigation
In two weeks you get a build plan sized from your own transcripts. The first workflow can take live inquiries within a month.