Shore Line
Onshore, offshore or AI agent, decided request type by request type, with customer outcomes protected.
The job
Decides, request type by request type, what work runs onshore, offshore or with an AI agent without hurting customer outcomes. Protects onshore headcount and data residency, moves work with client approval, and moves it back automatically if outcomes slip.
The moment
The client's head of CX takes a blind test: for pairs of calls, guess which was handled onshore and which offshore.
On billing calls the guesses are right 52% of the time, no better than chance. On disputes they are right 91% of the time.
The plan moves 11 request types offshore and 2 to the AI agent, and keeps disputes onshore. Onshore headcount holds, with staff moved to complex queues, and the price drops 9%.
Eight weeks later, customer outcomes have held on ten request types. One moves back onshore automatically.
What it does
- Record a blind-test guess
- Save a proposed move
- Change routing
- Move a request type back onshore
What you see
Coastline map with a draggable tide, boats per intent, anchored buoys for residency locks, and a blind shore test.
What it moves
Cost per contact in dollars for each request type, with customer outcomes held within range, and onshore headcount maintained.
Built for
- Finance
- Operations
- Contact-centre operations
- CX leaders & VoC
