Tier 1 · Sprint

Cut cost per contact with provable maths.

Agentforce Service deployed against a deflection model you can defend to finance — built and live in six to twelve weeks.

Book a scoping call → See the deflection model approach

Price

from £40kfixed price

Duration

6–12 weeksby channel mix

Delivered by

Senior architect+ agent & CC ops

Payment

30 / 40 / 30signature / gate / done

Outcome-linked pricing available where the deflection model is robust enough to define a measurable target. Talk to us early if this matters.

The problem

The one AI investment CFOs will sign without an RFP.

Customer service transformation with provable deflection ROI is the one AI investment CFOs will sign without an RFP. It’s the easiest-to-sell AI use case in any contact-centre conversation. But buyers want the deflection model before the build, not after — and most partners pitch the build and hope.

The Service Deflection Sprint puts the business case first, then ships the deployment that delivers against it.

What you’ll have at the end

A defensible deflection opportunity model — the business case, built before any commitment to delivery
Agentforce Service deployed for the agreed channels
Knowledge base optimised for agent grounding
Escalation and human hand-off design that protects customer experience
Deflection measurement and reporting that finance and operations can both trust

Scope

A clear line between what’s in and what isn’t.

Included

Deflection opportunity modelling
Agentforce Service deployment (chat, email, in-app — by agreed channel mix)
Knowledge base assessment and optimisation
Escalation and hand-off design
Reporting and measurement setup
Go-live and stabilisation

Not included

Voice / telephony integration beyond the agreed scope
Full contact-centre re-platform (a multi-quarter programme)
Ongoing tuning and operation (routes to Managed Agentforce)

How it works

Provable maths first. Build second.

Weeks 1–2 — Deflection model

We analyse current contact data, intent distribution, and resolution paths. We build a defensible model of what’s deflectable and what isn’t, with confidence bounds. You see the business case before you commit to build.

Weeks 3–8 — Build & pilot

Agentforce Service deployed against the highest-value deflection opportunities. Knowledge base tuned. Escalation paths designed and tested.

Weeks 9–12 — Stabilisation

If needed: tuning against live volume, measurement reporting calibrated.

Who this is for

Organisations with a high-volume contact centre on, or moving to, Service Cloud
CX leaders under pressure to demonstrate AI ROI in-year
Strong fit across UK financial services, UAE and KSA telco and BFSI, and any high-volume mid-market service operation

How we deliver

Senior architect lead, agent engineer, contact-centre operations specialist (the work hinges on understanding how real service teams operate), principal at gate. Senior-only.

Frequently asked questions

What deflection rate is realistic?

It depends on intent distribution. Simple, transactional, high-volume intents can deflect 50-70%. Complex, regulated, or relationship-led contact deflects far less and shouldn’t be forced. The model in week 1 tells you what you’re realistically working with.

Will agents make our customer experience worse?

That’s the question the design phase exists to prevent. The escalation paths and hand-off design matter as much as the agent itself.

Can you guarantee the deflection number?

Where the model is robust, we’ll commit a contractual target with outcome-linked pricing. Where it isn’t, we’ll be honest and price T&M-adjacent instead. We don’t sell guarantees on bad data.

What if the engagement needs to extend?

Through explicit change control, with an explicit conversation and an explicit revised commitment. Not by drift. The fixed-price discipline is a feature, not a constraint.

How does payment work?

Payment is in three stages for sprints: 30% on signature, 40% at a mid-engagement gate, 30% on completion. The gate is genuine — if we haven’t earned the milestone, we don’t invoice it. For Diagnostics and Advisory, payment is 50% on signature, 50% on delivery.

Provable maths first. Build second.

Book a 30-minute architecture call → All services