Launch cohort
Foundation setup, knowledge ingest from FAQ + plan docs, Salesforce wiring.
02 · Growth
Scale 750 → 5,000
AI-first capacity expands with concurrency and knowledge quality — not license packs. Human specialists stay in the loop for exceptions, insurance advice limits, and carrier escalations.
Steady state
Voice + chat + ticket deflection with live handoff and recording consent.
Target fleet
OE concurrency playbooks, dedicated HIPAA hosts, buyout option for ownership.
- InboundBilling, ID cards, plans, pricing, payment method, general
- OutboundCampaign and callback workflows on your Twilio
- AsyncEmail / ticket response with Salesforce case updates
- HandoffWarm transfer to live person with full context