What we learned building AI systems for operations, support and knowledge teams. Each guide covers the decisions, the numbers to watch and the mistakes to avoid.
A cheap draft can be expensive to approve. Put the expertise in before the machine writes, let deterministic checks and a critic reject what fails, and measure cost per approved article.
The expert's work is finished before the machine writes. The checks and the critic run before any person reads, and the person's decision comes last and is recorded.
Fix the crawl and index faults first, write pages that people and AI assistants can read, cover the searches your main site was never built for, and judge the work by qualified enquiries.
How to report AI spend the way finance reports everything else: by team, by workflow and by accepted result, with unknown charges kept separate from zero.
Recorded spend has a receipt, reserved allowance is a ceiling held while work runs, and an unconfirmed charge keeps its ceiling until a receipt or a review settles it. The total is never the sum of all three.
An assistant inside the software people already use can show where a setting lives, prepare the change and apply it after confirmation. Measure the work finished, not the messages exchanged.
Service desk tools assume one company. When one team serves several brands, the gaps show up as leaked context, missed SLAs and duplicate work. Here is how to close them, and what AI makes routine.
The walls between brands run through the portal, search and notifications. They stop at the queue, because the saving of a shared desk comes from sharing the people and the process.
A bot can answer more conversations while your agents get harder work. Measure verified resolution, safe escalation, repeat contact and the cost per resolved case before you trust the headline rate.
The blended rate counts contained conversations, where the customer stopped asking, together with verified ones. The invoice counts verified only, so the dashboard can show double the billed rate.
Put one assistant where the questions already arrive, let it search only what each person may read, and measure how fast people reach a verified answer.
A team's key says which routes it may use and how much it may spend. Adding a team is issuing a key. Removing one is disabling it, and every application that used it stops at once.
A decision guide for the people who sign off AI systems: how much governance each one needs, who does what in the first 90 days, what it costs to run, and the evidence that proves the rules were followed.
A policy sentence becomes a control in the application and a record the operator can read. If any of the three is missing, the other two cannot prove the rule was followed.
Assess Aigentcy with your assistant.
Copy our summary prompt or open it in your preferred service. Check the response against the sources.
