Approach

Listen first. Then a 100-day arc.

Days 1-10 are diagnostic only. No build theatre. Then roughly 90 days of planning and implementation on one named queue. Your appetite and your systems readiness set the pace.

The path

Crystal clear. One idea per block.

Phase 1

Days 1-10 · Diagnostic only

We listen. We map the queue. We run a readiness checklist. We set baselines.

SOPs, recordings, intents, CRM light wire, named ops and QA owners.

No build theatre in phase 1. Diagnosis before construction.

Then

100-day arc · ~10 + ~90

About 10 days of diagnostic. About 90 days of planning and implementation.

Shadow. Assist. Document seat displace. Govern with warm transfer.

White-label under your brand. Proof before multi-queue scale.

Bottlenecks

Speed sits with you

The real bottlenecks are the client's appetite and how fast their IT/systems team can open doors and provide the needed logins.

That is on them - not Wolfe. We cannot invent keys you do not open.

After diagnosis

Four moves once doors are open

  1. 01

    Shadow

    Soft-handle beside live agents. Score as-if containment. Tune on their recordings. EN first.

  2. 02

    Assist

    AI answers in-scope intents. Warm transfer carries a context packet. Payments stay off AI.

  3. 03

    Displace seats

    Freeze hiring on the queue when metrics hold. Weekly seat math. Honest miss beats fabricated win.

  4. 04

    Govern

    QA scorecards owned by team leads. Workforce messaging. Go/no-go for multi-queue.

Shape

One queue. Documented seat math.

Illustrative design - not a published client result. Inbound Tier-1. White-label under your brand.

Illustrative

100-day arc

~10 days diagnostic + ~90 days plan / implement · one queue

Days 1-10 diagnostic
Plan / wire
Shadow
Assist
Displace + govern

Illustrative. Phase 1 is listen-map-readiness-baselines only. Pace after day 10 depends on client appetite and how fast their systems team opens the needed doors.

Illustrative

Seat-displace pilot arc

8-week design shape · inbound Tier-1 · not a client result

Day 0 Day 30 Week 8 Shadow ~10 Target 5 seats Hold / expand Seats

Illustrative pilot design compatible with anonymised board logic. Not a measured client outcome.

Illustrative

Containment / handoff funnel

Inbound Tier-1 path · stages unlabeled with %

Inbound Tier-1 queue
AI contained in-scope
Warm transfer + context packet
Human resolution

Illustrative process fidelity. Percentages withheld until Adrian-approved anonymised proof.

Day-0 from client

What unlocks the diagnostic

  • Named ops + QA owner
  • Queue, hours, volume baselines
  • 2-4 weeks recordings + SOP pack
  • CRM / tools readiness (light)
  • AI disclosure + retention rules
  • Written emergency-stop intent
  • Baselines: AHT, transfer, CSAT/QA

Exit honesty

What good looks like

Containment in-scope

Planning band discussed privately - public pages do not publish hard % until approved.

Transfer appropriateness

Warm handoffs judged by the floor scorecard - not vanity automation rates.

Seats documented

Displace target hit or honest miss. Either way, board-readable.

Risk register

Name the risks before go-live

Hallucination / scope creep

Written in-scope list. Payments and sensitive acts off AI. Emergency stop rehearsed.

Compliance

Disclose AI. Transcript ownership. DPA baseline. Proposed vs enacted language kept honest.

Brand

White-label under your brand. No Wolfe-branded agent voice on day one unless you ask.

Labour messaging

Team leads own the narrative. Retraining paths discussed before displacement maths.

Public site carries method only. No guaranteed attrition cuts. No public dollar pricing as offers.

Ask

45 minutes on one named queue.

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