Map The Human Workflow
Shadow the teams who will feel the impact. Capture their clicks, the data they chase, the decisions they make, and the exceptions they escalate. That blueprint guides every AI decision we take.
We translate the workflow into a simple intake form: trigger, inputs, required outputs, human approval path. It becomes the guardrail that keeps the copilot from drifting.
Use Retrieval First
Before you fine-tune anything, build retrieval around the knowledge you already own—release notes, SOPs, playbooks, call transcripts. A focused vector index gives the copilot context without inventing answers.
We favor Azure OpenAI with deterministic prompts that cite every source. Compliance teams stay happy because nothing leaves your tenant and every response links back to a governed artifact.
- Chunk content with headings so answers stay structured.
- Tag documents by lane (Support, RevOps, CX) to steer relevance.
- Track usage and feedback inside the copilot UI to drive iteration.
Ship In Weeks, Not Quarters
We stand up the first copilot inside the system with the richest workflow—usually Zendesk or Salesforce—and let humans stay in control. They accept or reject every suggestion while the guardrails learn.
When the quick win is live, extend the same pattern to the next team. Because the architecture, prompts, and analytics layer stay the same, every rollout gets faster.
- Launch with manual approval before you automate.
- Measure handle time, quality scores, and sentiment from day one.
- Celebrate the first win with a before/after story the whole org sees.