Our service has two parts: a one-time setup and ongoing management.
1. Setup
A one-time engagement with a defined scope and end point. We build your system end to end: configure the platform, connect your channels, integrate your existing tools, train the AI agent on your business, and hand you a system that works.
Setup runs in four stages.
1. Discovery
1. Discovery
We learn how your support currently works — your channels, volume, escalation paths, existing tooling, and the questions your customers actually ask. We'll ask for access to your help content, past conversations, and documented policies.
2. Build
2. Build
We configure the platform on your account: inbox structure, routing rules, team permissions, automations, and integrations with the tools you already use. For ecommerce, this is where we sync your store data so support has live access to orders and fulfilment.
3. Training and testing
3. Training and testing
We train the AI agent on your knowledge base, help content, and tone, then test it against enquiries before it reaches a customer. We tune escalation thresholds so the right conversations reach your team.
4. Launch
4. Launch
The system goes live. We walk your team through it, hand over documentation, and stay close while things settle.
Timelines vary by scope. Most setups complete within 1-2 weeks.
2. Ongoing Operation
Once your system is live, Fully Operated CX keeps it running as your business changes. It covers:
Configuration changes and new automations as your process evolves
Retraining the AI agent on updated products, policies, and help content
Running the conversations your AI agent escalates through a trained support layer
Quality review across AI and human responses
Troubleshooting when the system behaves unexpectedly
Training for new team members
Continuous optimisation based on how the system is performing
You set the goals; we run the operation. Every request gets a response within 24 hours.
Where The Boundaries Sit
With setup alone, we build and hand over the system, and your team runs it. With Fully Operated CX, we run it for you: the AI agent resolves what it can accurately, and our support layer handles what escalates. You stay in control of strategy, policy, and the goals we deliver against.
💬 Still have questions?
Need more help? Our team responds to every message within 24 hours. Start a conversation and we'll point you in the right direction.