AREA 1
Process
Map steps, handovers, waiting and rework with the people involved. Establish a baseline using your own operation so that a later improvement can be assessed.
Transformation
FQ CENTRAL · BUSINESS AI ARCHITECTURETransformation with an architecture. We design the operating model, the workflows and the systems for AI in your business operation, from readiness to rollout, with the people who run the work.
[01 / THE PROBLEM]
A useful solution starts with understanding the operation.
A tool can be technically capable and still miss the problem. We look at the process around it: who does the work, where information is lost, how systems connect and what would count as an improvement.
HOW IT USUALLY GOES
- A tool is selected against a feature list rather than against a bottleneck.
- Nobody measured the current cycle time, so nothing can be compared to it afterwards.
- The business case is built from the vendor's benchmark, not from your numbers.
- Data is rekeyed between systems, and the automation is bolted on top of the rekeying.
- The people who do the work first hear about it at rollout.
HOW A DESIGN ENGAGEMENT GOES
- The current state is drawn on a wall, with the operators who live in it.
- Cycle time is split into value-add and waiting, and the gap gets a number.
- The ROI model runs on your volumes, your rates and your assumptions.
- Integration gaps are named before anything is bought.
- A prototype or pilot tests the agreed workflow where the scope and data allow it.
Solution Design produces a shared problem definition, an integration plan, a business case and an evaluation approach. The agreed scope can include a prototype, a pilot or a production build.
Understand the business.
Design the right solution.
Four areas, one readiness score, a pipeline with stages you can point at. The design is the part that makes the tool work.
• DESIGN[02 / THE AREAS]
Every assessment covers the same four areas.
We examine the work from four perspectives, then agree what should change and how it will be measured.
AREA 2
Tools
Review the systems, data and integrations already in use. Identify manual transfers, access constraints and where automation could help.
AREA 3
Experience
Journey maps and friction analysis, from both sides of the conversation. Where the customer gives up, and where the agent has to work around the system to help them.
AREA 4
CX and ROI
The findings from the first three areas become a ranked list of opportunities. The ROI model runs on your volumes, and you can open it and change every assumption in it.
The design can use REVEAL where conversation analysis fits, or a tailored workflow connected to your existing systems. We agree who will run it, what will be monitored and how changes will be reviewed.
[03 / READINESS]
One number per area, on a scale everyone can argue with.
Process, tools and experience each get a score from 1 to 5, current state against target. The gap between the two is the scope of the engagement, which is why we show the scale before we show your result.
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1 · CRITICAL
Nothing structured. Manual, ad hoc, undocumented. Firefighting is the normal working day.
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2 · REACTIVE
Some structure, applied inconsistently. Systems are siloed and the fires are frequent.
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3 · DEFINED
Processes are documented and tools are in use. Improvement is planned, and slow.
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4 · MANAGED
Measured and tracked. Tools are integrated and used. Decisions are made from data.
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5 · OPTIMISED
Automated and AI-augmented, with improvement built into how the operation runs.
The score is a starting point for discussion. The decision to build follows from the business case, available data and evaluation, rather than a threshold on its own.
[04 / THE PIPELINE]
Four gates, and you are in the room for every one of them.
Every engagement runs the same pipeline, with a review gate between each stage. Each gate checks the fit, evidence and scope before the next stage begins.
01 · QUALIFY
Is there something here worth doing?
An hour, internally, before anything is proposed. If the answer is no, the answer is no.
02 · DISCOVER
One or two hours with the people who run it.
Live rather than sent ahead. We leave with the questions the assessment has to answer.
03 · ASSESS
Assess the workflow and test the approach.
Interviews, mapping, integration review and an agreed test or prototype. Timing depends on the scope and access to data.
04 · PROPOSE
The report, the roadmap, and what it is worth.
A ranked set of opportunities, a roadmap, an editable business case and a clear proposal for the next stage. We review the findings with your team.
[05 / THE SOLUTION]
The solution is assembled, not bought.
The assessment defines what is useful to build: a focused assistant, a connected workflow, a retrieval system or a REVEAL implementation. We specify the data, boundaries, evaluation and handover for that solution.
TUNED
A workflow that fits
The agreed system uses the relevant data and connects to the tools your team works in. Its scope and operating boundaries are documented.
CHANGED
The process moves
The ranked list from the four areas, each opportunity with its cycle-time gap and its value in your ROI model. You decide the order; the numbers argue for you.
KEPT
Evaluation and handover
Test against agreed examples and success measures. Document how the system is run, who owns it and how the team reviews its performance.
Custom means the design follows your operation. We agree what is standard, what needs adaptation and what should be built specifically for you.
[APPLICATION AREAS]
AI where your business needs it.
These are areas of application design. The scope, integrations and measures are agreed for each engagement.
Customer operations
Conversation analysis, quality standards, knowledge access and the handovers behind the customer experience.
Real estate
Property information, listing preparation, enquiries and connected workflows for the people managing them.
Knowledge services
Brief intake, structured records, retrieval and matching that work alongside your CRM and the team's review process.
[06 / THREE WAYS]
Three ways to work with us.
Solution Design is the base of every engagement. From there, you choose how much of the build and the running stays with us.
01 · WE DO IT ALL
Design, build, run.
- DESIGN
- The four areas, scored, with the first move named
- BUILD
- The agreed solution, integrated by us
- RUN
- We operate it; you read the results
02 · YOU BUILD IT
We design with you, you own the build.
- DESIGN
- The assessment, together, in the room
- BUILD
- Your engineers, our patterns, the parts that need us
- HANDOVER
- Documented, yours to run from day one
03 · TECH PARTNERSHIP
Design, build, and a standing team.
- RHYTHM
- Four workshops a year, a check-in a month, async support
- TEAM
- An engineer, a process expert, a solution designer
- REVEAL
- Product access agreed in the engagement scope
Which one fits you? Arrange the call → · or calculate your best fit → first, with your own numbers.
[07 / CONSOLE]
Book a diagnostic.Tell us what actually hurts.
Ask us to walk through REVEAL with you
quality visible.