What's included
The full scope, tier by tier.
£7,500 one-time Launch · £1,950/month Management · 12-month term, break clause each quarter
The risk tiers
What the AI never touches, first.
Tier 3
Restricted
Never auto-resolved
Complaints, vulnerability, financial difficulty and fraud. The AI never resolves these. It detects them, routes them to a human and logs the detection.
- Complaints
- Vulnerability signals
- Financial difficulty
- Suspected fraud
Tier 2
Transactional
Automated with a full audit trail
Account actions the AI can take once identity is verified and the action is gated. Every step is logged.
- Card freeze and replacement
- Payment status
- Statement and document requests
- Limit and status checks
Tier 1
Informational
Fully automated
Questions with a factual answer and no account action. Fully automated against corrected knowledge.
- Product and fee questions
- Balance and transaction queries
- KYC document guidance
- How-to and app questions
The two scopes
What Launch builds, and what Management runs.
ConvoAssist Launch · £7,500 one-time
Assessment, classification and build
- Contact data review
- 90 days of contact data reviewed
- Contact-driver analysis
- Every driver classified into Tier 1, Tier 2 or Tier 3
- Baseline cost model
- Baseline cost-per-contact model built and agreed with you
- Journeys built
- Up to 25 Tier 1 and Tier 2 journeys
- Existing knowledge
- Up to 60 existing articles audited and corrected
- New knowledge
- Up to 20 new articles written
- Tier 2 controls
- Identity verification and action gating designed and implemented
- Escalation
- Escalation routing and handoff design
- Vulnerability
- Vulnerability signal detection
- Complaints
- Complaints recognition and routing
- Financial difficulty and fraud
- Detection and routing for both
- Pre-deployment
- Pre-deployment impact assessment
- Test evidence
- Test evidence pack across all three tiers
- Audit logging
- Audit logging design
- Scope statement
- Signed statement of what the AI handles and what it never handles
- Revisions
- Two rounds
- Go-live
- Go-live support
Typical timeline 5–7 weeks.
The build is platform-native. Custom third-party integrations are quoted separately.
ConvoAssist Management · £1,950/month
Monitoring, correction and evidence
No monthly limit
Uncapped
Accuracy and compliance knowledge corrections
If the AI is saying something inaccurate, or something that should not be said at all, it gets corrected. There is no monthly limit on that lane and it is never traded against enhancement work.
- Monthly Assurance Pack
- Delivered every month
- Conversation monitoring
- Continuous, with no stated volume cap
- Accuracy and compliance corrections
- Uncapped
- Enhancement knowledge updates
- Up to 12 a month
- New journeys
- Up to 3 new Tier 1 or Tier 2 journeys a month
- Tier 3 changes
- Up to 4 detection or escalation changes a month
- Standard change requests
- 4 a month, delivered within 5 business days
- Regulatory or incident-driven requests
- 3 a month, delivered within 1–2 business days
- Monthly review call
- 45 minutes
- Quarterly deep-dive
- Included
- Vendor assurance support
- Up to 4 hours a year of security questionnaire, DPIA or vendor assurance support
- Unused capacity does not roll over between months.
- Sustained volume above the caps triggers a requote rather than being absorbed silently.
Add-on rates and terms are on the pricing page.
The Optimisation Loop
The method that produces the Assurance Pack.
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.
The deliverable
The Monthly Assurance Pack.
- Monitoring records
- What was monitored, how much of it, and over what period.
- Intervention log
- Every change made to the deployment, dated and attributed.
- Outcome data
- Resolution rate, escalation rate, recontact rate and CSAT split by AI and human.
- Tier 3 performance
- Detection performance, any misses, and the remediation for each.
- Cost report
- Net saving against the baseline cost-per-contact model agreed at Launch.
- Change register
- A running register of every change, request and decision.
Where the boundary sits
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.
Capacity
I do the work: contact-driver analysis, journey build, risk-tier classification, monthly conversation review and the Assurance Pack itself.
That is why Management is capped at five clients. Five is the number at which I can still read conversations properly and write a monthly record that stands up to scrutiny.
Configuration, knowledge sources, workflows and escalation rules are fully documented, so your deployment keeps performing exactly as built at all times. Anything urgent is flagged and actioned as a priority.
FAQ
Scope questions
AI customer support your compliance team can sign off, and keep signing off.
That is the whole scope. If it maps to your contact mix, book an assessment call and we will classify your drivers against it.
Rob DarrenFounder, ConvoAssist