People First. Remove Steps. Compound Gains.
Find a long‑standing problem and remove steps using technology. At AP, AI is the technology, and people are the source of the solutions. Our aim is to remove steps—clarification meetings, re‑typing, handoffs, rework—so that people can do the work they're paid to do: decide, create, serve, innovate.
We make step‑removal systematic by running Kaizen (continuous improvement) in 1‑week cycles, guided by Agile methods, constrained by TOC focus (Voice is the bottleneck), and sharpened by Fractal 80/20 (work on the vital few).
We wire the whole machine to EOS—Scorecards, Rocks, Issues/IDS (Identify–Discuss–Solve), L10 meetings, and an Accountability Chart that includes AI Employees (digital agents) with named owners and Service Level Agreements (SLAs).
Enables even entry‑level staff to create data‑driven AI Voice agents in minutes using templates, guardrails, and change‑control.
Our DAIOP (Daily AI‑Opportunity & ROI Pulse): a 30‑second daily form that captures untapped AI opportunities, time spent, systems touched, and risk—feeding a ranked backlog for the CAIO.
Custom Generative Pre‑trained Transformer (GPT) tools and low/no‑code (e.g., Genspark.ai) to stand up agents, intake flows, and micro‑apps quickly.
Telephony platform for voice operations and automation end‑to‑end.
Customer Relationship Management (CRM) system for comprehensive customer data management.
Internal ticketing system for issue tracking and resolution workflows.
Project management platform for coordinating automation initiatives across teams.
Everything starts by merging every employee's deliverables into a single inventory, then deciding: keep, kill, automate, or redesign.
Each person lists recurring deliverables (weekly/monthly/quarterly), the Definition of Done (DoD), frequency, audience, time spent, blockers, quality risks, compliance touch‑points.
We collect examples (files, screenshots, transcripts), and upstream/downstream dependencies (who uses it, which system consumes it).
Per deliverable: current cycle time, rework rate, error/exception frequency, SLAs met/violated, business impact (revenue, cost, risk, customer).
Ownership and Accountability Chart seat.
For each deliverable, assess % automatable now vs 90 days (low/med/high confidence).
Flag Voice‑friendly items (e.g., scripted conversations, structured Q&A).
Produce a Go / No‑Go / Redesign recommendation and slot into the Backlog (with RICE—Reach, Impact, Confidence, Effort—TOC impact and 80/20 leverage).
CAIO consolidates company‑wide deliverables list and presents a Go/No‑Go package to the C‑suite (CEO/COO/CFO) with:
This is an EOS Rock in Q1; the Scorecard tracks time reallocated and automation penetration.
CAIO, team lead, 1–2 ICs, compliance rep if needed.
Managers run bi‑weekly 45‑minute sessions with subordinates using the same 5‑step format.
Every CIAS/Mini‑CIAS result is captured as a one‑page A3 with before/after data, prompts/scripts, risks & mitigations, and reusable checklists.
Indexed in a Knowledge Graph: by department, intent, deliverable type, and step removed.
The GBOK feeds new Intakes/Agents and becomes the training corpus for AI Voice and GPT tools.
Team & individual: hours saved, "first‑pass right," improvements kept for 4+ weeks, DAIOP conversions, risk‑free pilots.
Recognition, badges, choice of Innovation Day projects, quarterly bonuses.
Celebrated in Friday L10 and internal comms.
A CAIO‑managed, privacy‑safe GPT that prepares Board‑grade briefs: market signals, cost curves, scenario trees, Monte‑Carlo ranges, and "what‑if" plays (e.g., "containment +10 pts," "LLM cost −30%," "Five9 rate −12%," "ACH settlement T+0.5").
CAIO runs monthly SOP clinics for CEO/COO/CFO: choose one cross‑functional SOP; strip steps; standardize handoff data; automate first draft; assign Rock if systemic.
Voice‑led growth vs. platform‑led growth vs. dealer‑led growth; staffing plans; ROI curves.
"What if we free 8% payroll hours and reallocate half to Innovation Days?"—simulate product/feature yield.
Review Innovation Day prototypes; green‑light those with highest RICE × TOC × 80/20; resource them as cross‑functional Rocks.
Every department gets a step‑removal story, agents to build first, metrics, and TOC/80‑20 guidance.
Recruiting Pre‑Screen Voice Agent calls candidates with consent, validates basics, asks role‑specific scenarios, and summarizes strengths/concerns for the hiring manager.
Roleplay Coach trains new phone agents with disclosure‑heavy scenarios, instant feedback on tone, pace, policy.
Onboarding Voice Coach walks new hires through accounts, policy quizzes, and first‑week tasks; posts completion to Asana.
Performance Check‑in Voice Agent gathers monthly reflections; compiles peer feedback; generates a draft review for manager edit.
Time‑to‑schedule; time‑to‑start; candidate NPS; onboarding completion; time managers spend on performance admin.
Top five roles consume most recruiting time; first remove calendar & FAQ friction.
Design Intake GPT (image‑aware): upload whiteboard photo or wireframe; it extracts components, user goals, edge cases; outputs user stories + acceptance criteria + PRD scaffold; pushes to Asana.
Release Notes Agent: compiles changes + risks + customer impact; posts to Creatio/LCFP help.
Bug Intake Voice/Chat Agent: clarifies steps to reproduce; tags severity; creates EV2 ticket with a reproducible script; suggests owners.
DORA (Deployment frequency, Lead time, Change failure rate, MTTR); conversion time from sketch to story; % PRDs needing rework.
A few modules drive most defects; intake clarity is a common constraint—fix with Design/Bug intake.
Disclosures & Consent Voice Agent detects jurisdiction; speaks correct disclosure on first utterance; logs consent; hands off.
Dispute Intake Agent gathers complete evidence; prevents "incomplete cases"; opens a compliant case with time‑stamped assets.
Compliance Q&A Agent resolves policy ambiguity; Audit Pack Agent assembles transcripts, consent proof, KYC checks, and system actions.
Disclosure compliance (target 100%); dispute cycle time; incomplete cases; audit pass rate.
A handful of states & call types produce most risk—lock those first.
Intake Agent replaces clarifying meetings; Asana tasks with user stories, DoD, checklists, and first‑pass drafts (email copy, landing copy, image prompts).
Journey Orchestrator sequences touchpoints; Performance Analyst explains why variant A beat B (audience, timing, subject line, offer).
Brief‑to‑first‑draft time; meetings avoided; tests/week; conversion; cost/opportunity.
Top 5 request types cause most delay—standardize those first.
Daily Drive Agent ranks dealers by ROI potential and optimal call windows; Proposal Drafter outputs decks; Follow‑up Agent writes tailored sequences.
Dealer Roleplay Coach simulates tough conversations; reps rehearse; competence and confidence rise.
Meetings booked; time‑to‑proposal; dealer activation; pipeline velocity; close rate.
Top 20% of dealers drive 80% of outcomes—free rep time for those conversations.
Already live: KYC, Creatio/EV2 updates (e.g., payment‑date changes), basic outbound.
Next: enlarge intent coverage, harden Assist Panel, tighten handoff payload, and A/B outbound reactivation with SMS/email reinforcement.
Containment by intent, AHT, FCR, recontacts, CSAT/NPS; outbound answer %, conversion %, revenue/100 calls, opt‑outs.
Voice is the enterprise constraint; exploit it first.
Data Hygiene Agent fixes common fields; Exception Router assigns right lane automatically; Pre‑flight Checker moves quality gates earlier in the flow.
Rework%; cycle time; exception queue age; right‑first‑time%.
A few fields cause most rework—fix those first.
Close Reconciliation Agent drafts variance narratives; Outlier Detector flags anomalies; Forecast Explainer translates drivers for non‑finance execs.
Cash‑management models optimize ACH batching/settlement; safe float; chargeback workflows tuned with Card Services.
Days to close; manual adjustments; report errors; time execs spend interpreting numbers.
A few accounts drive most exceptions—automate those narratives.
Access Provisioning Agent captures needed info and enforces least‑privilege; Health Sentinel detects repeat faults; Knowledge Drafting Agent updates help docs from solved tickets.
Tickets/week; MTTR; repeat ticket rate; knowledge adoption.
Top 10 request types dominate—automate and self‑serve those first.
Feature Tour Builder, Help Synthesizer, Top‑10 Q&A Generator, Nudge Planner ship with each feature; fewer tickets; faster adoption.
Time‑to‑first‑success; feature adoption; helpful votes; tickets/100 users.
Top 3 features drive most confusion—treat those first.
30‑day assessment produces a ranked backlog of Voice use cases across all departments, with clear owners, SLAs, evaluation sets, and HITL thresholds.
30‑day comprehensive assessment produces a ranked backlog of Voice use cases across all departments, with clear owners, SLAs, evaluation sets, and HITL thresholds.
Weekly pilot waves produce small, measurable gains and feed the Agent Marketplace with proven solutions and reusable patterns.
The GBOK (Growing Body of Knowledge) becomes the corpus for training Voice and GPT patterns across AP, ensuring continuous improvement and knowledge retention.
Every CIAS/Mini‑CIAS improvement logs hours saved (CFO validates).
Add TOC impact multiplier if the deliverable touches Voice or another bottleneck.
Add 80/20 weight if it sits in the "vital few."
Keep, but target X% cycle‑time reduction and Y% automation in 90 days.
Stop paying payroll time; archive.
Define owner, SLA, and rollout plan; use Repeatable AI tools and Voice Agent Builder.
Simplify SOP; introduce Intake; pilot before scaling.
Cover the biggest "Go" bets;
Track cycle time, cost per deliverable, automation penetration, and hours reallocated.
Members: CEO/COO (Chair), CAIO, CFO, Compliance/Legal, Customer Ops, Sales/Dealer, CISO/CTO, Data
Responsibilities: Portfolio, budgets, policy, risk; outputs become Rocks and Scorecard lines.
Approves prompts/apps; enforces privacy (PII redaction), security, maintainability, rollback, test coverage; publishes to Agent Marketplace with owner + SLA.
Versions of models/prompts/agents; evaluation sets; drift monitors; audit logs.
Required at risk gates; low confidence → warm transfer with rich handoff.
100% compliance; state‑aware; logged.
SteerCo; Scorecard v1; Voice Quality Charter; DAIOP live; Agent Marketplace v1; Review Board SOP; AutoMatrix Deliverable Inventory (ADI) and Performance Matrix (PMX) kickoff; Automation Potential Scan.
Harden Inbound Greeter & KYC, Payment‑Date Change, Payoff Quote; Assist Panel v1; eval sets nightly.
Marketing Intake → Asana (19‑minute pattern) and Design Intake (image→stories) with burndown/burn‑up dashboards.
HR Scheduler, Bug Intake pilots.
Persona‑aware outbound waves (voice + SMS/email).
Dealer Daily Drive, Proposal Drafter, Follow‑up, Roleplay Coach.
Card Disclosures & Consent, Dispute Intake.
SSoT hardened; model registry; PDCA walls; Deletion Day monthly; L3/L4 cohorts.
LCFP features: tour + help + Q&A + nudge shipped; tickets/100 users down.
Territory Optimizer (Dealer), Finance Close Reconciliation, Ops Exception Router, IT Access Provisioning, Health Sentinel.
Vendor negotiations (Five9, LLMs, SMS/email) and cash‑management improvements.
Each department's top 5 request types standardized with Intake + first drafts.
Innovation Days routine; Win of the Week & leaderboards keep energy high.
Voice excellence audit; Scorecard ROI proof; CAIO Playbook v1.0; Year‑2 portfolio; steady‑state runbooks to AI Ops & Review Board.
Choose 2 company targets (often Voice + Platform); each department picks 1 deliverable; define Friday metric; add Issues to L10.
Delete one step; build/adjust Intake/Agent; prep a 10–20 item test.
Run test; capture time/quality/compliance.
Review/fix; expand if safe.
Scorecard; IDS top 3 Issues; Win of the Week; update Leaderboards; log Freed‑Hours Ledger.
We begin with Marketing Intake GPT (19 minutes → 100–200+ hours/month) and Sketch‑to‑Stories (images → user stories), then replicate that remove‑steps pattern department by department, including HR recruiting voice interviews, Card Services disclosures/disputes, and Dealer Daily Drive routing.
The CAIO Continuous‑Improvement Analysis Sessions (CIAS), manager‑run Mini‑CIAS, the Growing Body of Knowledge (GBOK), gamified leaderboards, and Innovation Days are now fully spelled out and tied to freed payroll hours.
Vendor renegotiations (Five9, LLMs, SMS/email), cash‑management (ACH batching/settlement), and chargeback efficiency are explicit CAIO workstreams.
The AutoMatrix Deliverable Inventory (ADI) and Performance Matrix (PMX) enable Go/No‑Go/Automate/Redesign decisions so you stop funding low‑value deliverables and aggressively automate the rest.
Every improvement appears on the Scorecard, becomes a Rock when big, and is solved via L10/IDS when blocked. The Accountability Chart includes AI Employees with owners and SLAs so the culture endures.