Approach
A method you can audit.
From mapping how the work happens today to improving the system from its own trail. Eight stages, each ending in something you keep.
The method
Eight stages. Something to keep at the end of each.
You can stop after any stage and still own what was produced: a map, an inventory, a design, an evaluation set.
Understand the business: who does what, in which channel, at which hour.
You receiveA map of the work as it happens today
Evaluation
Every failure becomes a test case.
Every change is re-evaluated before it reaches a customer, in all four languages. We publish scores only when they come from real deployments.
- Task success
- Did the work get done as specified?
- Response quality
- Correct, complete, in the right language and tone.
- Escalation rate
- How often a person was needed, and whether they should have been.
- Tool success
- Calls that ran and returned what was expected.
- Error rate
- Wrong facts, invented answers or rule breaks.
- Latency
- Time from request to useful answer.
- Cost
- Model and infrastructure cost per task.
- Customer outcome
- What happened next for the person on the other side.