Method / Shadow mode
Observe. Compare.
Then automate.
Your team keeps making the decisions while we assess the workflow alongside it. Recommendations are visible; external actions stay off.
01 / Observe
Build a recommendation from the available intake.
Agree on the input channels, service categories and information the workflow may use. Structure the request, flag missing details and propose a next step.
During this phase, the workflow does not send customer messages, confirm bookings or change dispatch decisions.
02 / Compare
Review the difference with the person doing the work.
Compare the proposed classification and next action with the human decision. Record the reason for a mismatch: missing context, a wrong rule, an exception or an uncertain request.
- Review the inputs
- Was the needed information available and interpreted correctly?
- Review the decision
- Did the recommendation match the team’s rules and authority?
- Review the exceptions
- Which situations must remain with a person?
03 / Automate
Enable a narrow action only after review.
Agree on the evidence needed for the specific workflow. There is no universal accuracy percentage or fixed observation period promised here.
Enable only the reviewed scenarios and authorized actions. Keep exceptions with the team and a way to pause the action when the workflow no longer behaves as expected.
Evidence has to include the cases that did not work.
A successful demonstration is not enough to authorize every request. Review disagreements and missing information alongside the cases that matched. Expand scope only when the team has a reason to do so.
Where does the handoff get stuck?
Tell us how requests arrive, who handles them and what should happen next.
Tell us about your intake