Two halves of the same job. Advisory turns frontier-AI capability into a board-ready plan, opportunity assessment, business case, target operating model, governance and a phased roadmap. Enablement then upskills your people to build, run and improve the agents themselves.
Commerce.AI brought large language models to the contact center before ChatGPT existed. So our advisory isn't theory from a slide deck, it's a decade of shipping frontier CX in production, distilled into your roadmap.
We didn't pivot into agentic AI when it got popular. We've been building the underlying technology since 2015, here is the path that informs every engagement.
Set out to structure the world's unstructured commerce & CX data with AI.
First neural models scoring and understanding real customer conversations in production.
Applied large language models to contact-center conversations before they were mainstream.
Enterprise LLM customer experience live in production, before ChatGPT launched.
Agents that don't just answer, they reason and act across your systems.
The self-driving contact center, agents that improve themselves every week.
We have shipped LLM agents into production contact centers since the field began. That operating experience, not slideware, is what we bring to every assessment, model and roadmap.
We score your processes, data and operating maturity against where frontier AI is genuinely ready today, then rank use cases by value, feasibility and risk. You leave with a heat-mapped backlog and a clear-eyed view of the gap between where you are and where you need to be.
We build the bottom-up business case with you, cost to serve, deflection and resolution lift, latency-driven savings and TokenTrim™ inference economics, sensitivity-tested across conservative, base and stretch scenarios. Every assumption is sourced and auditable, so the number holds up in the room.
We design the target operating model, roles, RACI, the human-in-the-loop and the AI-ops function that keeps agents healthy, then sequence it into a phased adoption plan with funded milestones, decision gates and explicit exit criteria. No big-bang. Each phase de-risks the next.
We stand up the governance your risk, security and legal teams need, model policy, EU AI Act alignment, an audit trail and a human-approval gate on every change, alongside the change-management plan that gets your people to actually use it. Capability is nothing without adoption.
A focused, fixed-scope engagement, not an open-ended consulting retainer. You leave with artifacts your team owns and can act on immediately.
A working session and a two-week deep dive across your processes, data and stack. We map the opportunity, score maturity and shortlist the highest-value use cases.
weeks 1–2We build the ROI business case, the target operating model and the governance framework, pressure-tested with finance, risk and the operators who will run it.
weeks 3–6You receive a phased, gated adoption plan with funded milestones and a change plan, and, if you want it, a pilot live in 90 days on auto-AGENTS™.
weeks 6+Advisory sets the plan; enablement makes it stick. Role-based paths upskill your people to build, run and continuously improve agents, so ownership stays in-house long after go-live.
Tailored tracks for admins, builders, QA leads and operators, meeting each person where they are, from first login to production owner.
Hands-on from day one: your team ships a real agent on your own systems during training, not a slideware course.
A credential that proves capability, plus enablement playbooks and weekly office hours so best practice compounds after launch.
Not generalist consultants. The people who built LLM-for-CX and deploy agentic AI in enterprise contact centers every week.
A sourced, sensitivity-tested ROI model with conservative, base and stretch scenarios, the number that gets the program funded.
A phased operating model and roadmap that lands a real pilot in 90 days, then scales on proof rather than promises.
Model policy, EU AI Act alignment, an immutable audit trail and human-gated change, so risk and legal are partners, not blockers.
The advisory is model- and vendor-agnostic. We assess build vs. buy honestly and route to GPT-5.x, Gemini, Claude or on-prem Llama on the merits. We have an opinionated platform because we have shipped this work, but the roadmap is yours, and plenty of recommended steps involve no auto-AGENTS™ at all.
The core assessment and business case run about six weeks, ending in a signed case and a phased roadmap. Target operating model and governance design overlap that window. From there, an optional pilot can be live in 90 days. It is fixed-scope with defined artifacts, not an open-ended retainer.
Bottom-up and auditable. We start from your real cost to serve, volumes and SLAs, then model deflection, resolution lift, latency-driven savings and TokenTrim™ inference economics across conservative, base and stretch scenarios. Every assumption is sourced and editable, so finance can stress-test it line by line.
Governance is designed in from day one, not bolted on. We deliver a model policy, a risk classification and EU AI Act mapping, an immutable audit trail and a human-approval gate on every change. Deployments support SOC 2 Type I & Type II, HIPAA, ISO 27001, PCI and GDPR, in cloud, your VPC or on-prem.
Artifacts your team owns: a scored use-case backlog and maturity assessment, a sensitivity-tested ROI business case, a target operating model with RACI, a governance and change-management framework, and a phased, gated adoption roadmap with funded milestones. Decisions, not decks.
In one working session we'll frame the opportunity, sketch the business case, and show you the path from pilot to P&L impact.
Deploy on your hardest workflow and watch resolution climb as the RSI loop tunes itself, your team handles only what truly needs a person.