Our Services
Three services, each designed for a different stage of AI readiness.
You don't have to know where you want to end up to start. The audit is designed to help you figure that out.
Back to HomeOur Methodology
How we approach AI integration
AI drafting in customer service creates most of its value at a very specific point: the moment an agent reads a message and needs to decide how to respond. A well-calibrated suggestion at that moment can reduce the time spent on routine phrasing and free up attention for the parts of the conversation that require human judgement.
But that calibration requires prior work. The AI needs to know what your team's tone sounds like, which topics carry escalation risk, and what your customers tend to ask about. That's what the audit builds.
Service 01
Inbox Listening Audit
A two-week study of a sample of your support tickets, chat logs and email threads. We read and tag the recurring topics, friction points, and the sentences agents already write well. The outcome is a written brief on where draft-suggestions or summarisation could quietly help your team — without taking the conversation away from them.
What the audit includes
- Two-week sampling of tickets, chat logs, and emails
- Tagging of recurring topics and friction phrases
- Identification of where agents already write effectively
- Written brief: findings and recommendations
- Data handling agreement signed before any work begins
Process
Service 02
Draft Assist Pilot
A measured rollout of a draft-suggestion layer for your support agents in their existing helpdesk. The assistant reads the incoming message and offers a first draft and a summary of past tickets from that customer; the agent always edits and sends. We tune on your tone, set escalation rules for sensitive themes, and run a six-week supervised period with weekly clinics.
What the pilot includes
- Configuration inside Zendesk, Freshdesk, or HubSpot Service
- Tone calibration based on your audit brief (or a new sample)
- Custom escalation rules for sensitive topics
- Six-week supervised period with weekly clinics
- End-of-pilot summary report for your team
Process
Service 03
Quiet Quality Companion
A monthly retainer for support leaders whose teams already use AI assists. We sample a small set of conversations each week, review where the assistant's suggestions helped or distracted, and write a short, plain-language reflection for your QA committee. Includes a quarterly session with frontline agents to hear what they would change, and a yearly written report for your operations director.
What the retainer includes
- Weekly conversation sampling and review
- Monthly plain-language QA reflection for leadership
- Quarterly structured session with frontline agents
- Yearly written report for operations director
- Cancel anytime with 30 days notice
Ongoing rhythm
Decision Guide
Which service is right for your team?
If you're not sure where to start, the audit is the right first step — regardless of what you decide next.
| What you need | Audit RM 1,160 |
Pilot RM 5,090 |
Retainer RM 4,610/mo |
|---|---|---|---|
| Understand if AI drafting is right for your team | Included | — | |
| Deploy a draft-suggestion layer in your helpdesk | — | — | |
| Ongoing review of AI assist quality | — | — | |
| Agent consultation sessions included | — | ||
| Written reports for operations leadership |
Best for...
Our Standards
Professional protocols across all services
Written Data Agreement
Every engagement begins with a signed data handling agreement. Scope, anonymisation method, and access controls are defined before any work begins.
Confidentiality
All customer data accessed during an engagement is treated as strictly confidential. Data is not retained beyond the agreed scope, nor used for any secondary purpose.
Iterative Tuning
During the pilot, weekly clinic sessions allow agents to give structured feedback that directly updates tone calibration and escalation rules.
Escalation Rules
Sensitive topics — complaints, account security, legal queries — are configured to flag for human handling directly. The AI does not offer drafts for these categories.
Documented Methodology
Each service follows a written process. Clients receive structured deliverables at each stage — audit briefs, pilot summaries, or monthly QA reflections.
No Lock-in
The audit is a standalone service with no obligation to proceed. The retainer can be cancelled with 30 days notice. We earn continued work by being useful, not by contract terms.
Pricing
Clear pricing for each service
Audit
RM 1,160
One-time · approx. 2 weeks
- Ticket and chat log reading
- Topic and friction tagging
- Written brief (yours to keep)
- Data agreement included
Pilot Most Common
RM 5,090
One-time · approx. 8 weeks
- Tone calibration
- Escalation rule configuration
- 6-week supervised deployment
- Weekly clinic sessions
- End-of-pilot report
Retainer
RM 4,610
Monthly · cancel anytime
- Weekly conversation review
- Monthly QA reflection report
- Quarterly agent sessions
- Annual director report
Not sure which service fits?
Get in touch and describe your team's situation. We'll talk through where you are and what would make sense as a next step.
Get in Touch