Not a pilot.
Eighteen months in production.
A consumer e-commerce operation started with one workflow — customer service. Eleven now run on the same platform, and the client's cost to serve is down 97%.
One workflow. One in five resolved. Eleven people on the flow.
It started where the volume was — customer service. Eighteen months later the same flow resolves more than two in three without a person, and two people run it.
Resolved without a person
People on the flow
The client's cost to serve
Live workflows
The first workflow proved it. Ten more followed — on the same platform.
Each new workflow joined what was already running instead of arriving as another tool. Customer-facing, commercial, back office — one platform underneath all of it.
Same rulebook. Same live picture. Same record.
Routine work closes itself. Exceptions reach a person — with the case attached.
And when that person decides, the decision is captured. Once they activate it, the next case like it follows it.
The routine closes without a person.
Read from the systems that hold the answer. Written back when something changes.
The exception arrives with the case attached.
The order, the policy and the history travel with it. Nobody starts from a cold ticket.
The decision becomes how it works.
Stored as readable text, with who decided and why. Nothing learns from an unchecked call.
Illustrative. Order numbers and times are invented; the three behaviors are live in the deployment.
We started with customer service because that's where the volume was. Eighteen months later, eleven workflows run on it and our cost to serve is down 97%. Somewhere along the way it stopped being an AI project. It's just how we operate.
Your operation isn't theirs. The shape of the work is.
Orders, returns, promotions, purchase orders, month-end. Every e-commerce operation runs on them — which is why e-commerce is where the platform arrives most complete.
It arrives knowing how e-commerce runs.
Orders, returns, refunds, promotions — and the states each one moves through — already modeled before your first workflow.
Your house rules go on top.
Your thresholds, your return window, your exceptions. Your ops lead edits them directly. No code.
The number you want moved.
Written down before we start. If it doesn't move, we go back in at our cost.
Retail & E-commerce →How we work →
We don't leave a report behind. We leave infrastructure that knows how the enterprise runs.
If your operation looks like where they started, we should talk.
The first conversation is thirty minutes about fit — not a demo, not an audit. If we're not the right answer for where you are, we'll say so.
30 minutes. A conversation about fit. References available on request.