Greenfield AI Bot
Automation with an owner and a kill switch. Intake to triage on the live queue — not a demo that dies in a slide.
Intelligent Systems · Live queue
A bot with an owner
Project brief
Every other demo died in a slide.
Intake landed in three inboxes. People copied it into a sheet. Last year's AI project was a chatbot nobody trusted.
Client
Greenfield
Industry
Operations
Timeline
7 weeks
Unit
Intelligent Systems
The challenge
Busywork with a chatbot costume
The last vendor shipped a demo. Ops kept using email. Trust was gone. The next build had to sit in the real queue, with a human fallback and a way to turn it off.
The stakes
- Intake in three inboxes, copied into a sheet
- A prior 'AI project' nobody would let near production
- No audit trail when the model was wrong
- Ops would not accept a bot they could not pause
What we scoped
One workflow · one owner · 7 weeks
- Triage agent on the live intake queue, not a sandbox
- Audit log and a manual override ops actually uses
- Runbook so the team can pause it without calling us
- Fixed scope with a kill switch in the brief
- Weekly demos on real tickets
The solution
One workflow. A fallback. A kill switch.
We scoped intake to triage to the right queue — with a human fallback. No agent theatre. The kill switch was in the signed brief, not a later request.
The impact
Numbers that moved the needle
80%
Ticket deflection
The queue handles the obvious. Humans get the rest.
Live intake, not a sandbox
11h
Returned each week
Hours back to the ops lead.
The bot has an owner
1
Kill switch
Pause without a vendor on the call.
Written in the scope
Eleven hours a week back. When it is wrong, someone can see why — and turn it off.
Timeline
Four phases, seven weeks, one live queue
Week 1 · Discover & Define
One workflow, owner, fallback, kill switch — signed.
Week 2–4 · Build on live intake
Triage on the real queue. Audit log from day one.
Week 5–6 · Trust
Override, runbook, and the cases it must never touch.
Week 7 · Launch
Production, warranty, ops owns the switch.
Gallery
What we shipped
Queue · Live intake
Audit · Override ops actually uses
“Every other demo died in a slide. This one sits in the queue and does the work.”
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