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CX AI Advisors

Services

Buyer-side expertise from decision to deployment.

Each engagement answers a concrete business question and produces artifacts your teams can use with vendors, procurement, security, and executives.

AI Contact Center Strategy

Questions answered

  • Which customer journeys should use AI?
  • Where should AI assist, automate, or hand off?
  • How will value be measured?

Deliverables

  • Current-state and capability assessment
  • Use-case inventory and prioritization matrix
  • Customer-journey and workflow maps
  • Business KPI tree and value hypothesis
  • Build, buy, partner, or extend recommendation
  • Target operating model and phased roadmap
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Vendor Selection & RFP

Questions answered

  • Which platform fits our workflows, architecture, risk profile, and operating model?
  • How do we make the decision auditable?

Deliverables

  • Requirements and vendor landscape
  • RFI/RFP document
  • Weighted decision rubric
  • Realistic demo and proof-of-concept scenarios
  • Architecture, security, and integration questionnaire
  • Shortlist, scorecard, reference-check guide, and recommendation
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AI Evaluations & Acceptance

Questions answered

  • Does the system work across representative and difficult cases?
  • What evidence is sufficient to approve production?

Deliverables

  • Golden dataset and scenario taxonomy
  • Rubric and metric definitions
  • Happy-path, edge-case, adversarial, and regression test suites
  • Human and automated evaluation plan
  • Voice and real-time experience test plan
  • Pilot acceptance thresholds and executive results report
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Pricing & Commercial Advisory

Questions answered

  • What will the platform cost at scale?
  • Which pricing unit aligns vendor incentives with successful customer outcomes?

Deliverables

  • Normalized price comparison
  • Workload and volume model
  • Three-year total cost of ownership model
  • Cost-per-successful-outcome analysis
  • Overage, minimum-commit, professional-services, support, and renewal risk review
  • Negotiation priorities and commercial redlines in partnership with the customer's procurement and legal teams

The firm provides commercial and product advice, not legal advice.

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Agentic Workflow & Architecture

Questions answered

  • How will an agent retrieve context, make decisions, call tools, update systems, recover from errors, and preserve human accountability?

Deliverables

  • End-to-end workflow and tool-call design
  • CRM, CCaaS, identity, knowledge, data, and system-of-record integration map
  • State, memory, permissions, and human-approval design
  • Failure modes, retry, rollback, and escalation patterns
  • Model, orchestration, and observability requirements
  • Reference architecture and implementation backlog
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Production Readiness, Risk & Governance

Questions answered

  • Can the platform operate reliably, safely, and economically under real production conditions?

Deliverables

  • Production readiness review
  • Reliability and capacity requirements
  • Security, privacy, compliance, and data-handling controls
  • Operational telemetry and quality dashboard design
  • Incident, rollback, and business-continuity plan
  • Model/prompt/workflow change-management and regression policy
  • Executive governance cadence and KPI framework
Discuss This Engagement

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