The deliverable
£7,500 one-time Launch · £1,950/month Management · 12-month term, break clause each quarter
Six components
01
What was monitored, how much of it, and over what period.
A record of conversation monitoring for the month: volumes reviewed, sampling approach for high-volume journeys, and full review coverage for anything touching a Tier 3 signal.
02
Every change made to the deployment, dated and attributed.
Each knowledge correction, journey change, detection change and escalation change, with the reason it was made and the conversation or finding that triggered it.
03
Resolution rate, escalation rate, recontact rate and CSAT split by AI and human.
Performance for the month, with CSAT reported separately for AI-handled and human-handled contacts so the two are never blended into one number.
04
Detection performance, any misses, and the remediation for each.
How restricted contacts were detected and routed, any case where a Tier 3 signal was missed or routed late, what was changed in response, and confirmation the change was tested.
05
Net saving against the baseline cost-per-contact model agreed at Launch.
Contacts resolved, human cost avoided, platform cost and the ConvoAssist fee, netted off against the baseline agreed with you — using your numbers, not industry averages.
06
A running register of every change, request and decision.
A cumulative register across the engagement: standard change requests, regulatory-lane requests, dates raised and delivered, and the scope decision on anything declined or requoted.
The Monthly Assurance Pack is operational data and records. It is not regulatory advice.
ConvoAssist does not advise on regulatory interpretation, does not sign off deployments, and does not own any regulatory obligation. Your compliance function owns the obligation and the decision.
The Optimisation Loop
1Analyse
Read real conversations. Find wrong answers, missed Tier 3 signals and new contact drivers.
2Prioritise
Rank by risk first, then by volume and cost.
3Improve
Correct knowledge, adjust journeys, tighten detection and escalation rules.
4Test
Test every change across all three tiers before it goes live.
5Report
Everything above is written up in the Monthly Assurance Pack.
6Repeat
The following month starts from the previous month's findings.
If your compliance function would want to see this record every month, book an assessment call and I will walk through a worked example against your contact mix.
Rob DarrenFounder, ConvoAssist