Commercial model
How to sell it: project, platform, managed service, or cost-per-interaction.
Position this as a strategic consulting engagement, a technology build, a managed orchestration service, or an outcome-based channel economics model.
Recommended sales motion
- 1Executive concept meeting: introduce the channel thesis and show the diagram.
- 2Opportunity diagnostic: quantify contact reasons, volumes, APIs, self-service failures, risk level, and AI readiness.
- 3Use-case shortlist: rank use cases by value, feasibility, security, and executive visibility.
- 4Architecture and security workshop: align CIO / CTO / CISO / legal on integration and control pattern.
- 5Pilot proposal: one journey, one or two AI vendor entry points, read-only plus one low-risk action.
- 6Scale proposal: expand across journeys, vendors, languages, geographies, and operating model.
Commercial options
| Model | How it works | Best for |
|---|---|---|
| Strategy sprint | Fixed-fee assessment and roadmap. | Early executive buy-in and budget creation. |
| Pilot build | Fixed-fee or milestone-based build of first channel / use case. | Proving feasibility, security, and business value. |
| Platform implementation | Design / build / deploy orchestration hub and integrations. | Clients who want to own the platform long term. |
| Managed service | Operate the hub, monitoring, QA, vendor adapters, knowledge updates, and reporting. | Clients that want ongoing outcomes without building an internal team. |
| Cost per interaction | Bill by completed AI-agent interaction, answer, transaction, or resolved case. | High-volume service organizations with measurable deflection and savings. |
| Outcome share | Share of verified savings or value generated. | Mature accounts with reliable baselines and trust. |
Cost-per-interaction examples
Answer interaction
Low unit price. Customer asks a question and receives a governed answer.
Completed transaction
Higher unit price. The assistant completes an order change, claim, refund initiation, or case creation.
Resolved issue
Outcome-based price. The issue is resolved without human handling, or with reduced handling time.
Value levers
- Contact deflection from phone / chat / email.
- Reduced repeat contacts due to better answer accuracy.
- Lower average handle time from better pre-escalation context.
- Increased self-service completion.
- Improved CSAT / NPS / customer effort.
- Fewer claims, returns, and payment exceptions sitting in manual queues.
12-week pilot: one business unit, one high-volume journey, two AI entry points, a knowledge fabric for approved answers, three read tools, one write action, an identity / consent pattern, audit logging, human escalation, and a KPI dashboard.
Pick the model that fits the account.
From a fixed-fee strategy sprint to outcome-based channel economics — we package the engagement to match the client's risk appetite and maturity.
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