Whitepapers

Whitepapers: the research, the figures and the working

Longer research with the figures and the working. Read the summary here, then download the full paper.

Every call answered. Every answer on the record.

Published containment for AI voice agents runs from about a fifth to two thirds of calls, and in regulated firms governance takes far longer than the build. It is for contact center, operations, risk and technology leaders choosing which calls to automate and how to test the case.

11 pages · 16 min readRead the summary

Whitepaper · Agentic automation

Automate the process. Not the task.

Automation value sits in the end-to-end process, not the individual task, and agents now make it possible to automate the steps that needed judgment. It is for operations, technology and risk leaders in regulated industries who need to choose a first process, place each worker and govern it.

11 pages · 15 min readRead the summary

Whitepaper · Agentic automation

You don't need an AI team. You need the work done.

Most small businesses use AI, but only 14% of owners say it is fully integrated into core operations, because running it is the obstacle, not the technology. It is for owners and managers choosing what to hand over first and how to judge a provider.

10 pages · 15 min readRead the summary

Whitepaper · AI cost control

The budget is set. The bill is not.

Most 2027 AI budgets are built from list prices and seat counts, so they will miss the real bill, which depends on volume, work per task, model mix and repeats. It is for CFOs and technology leaders, who can use five controls and a 90-day plan to reforecast.

11 pages · 16 min readRead the summary

Whitepaper · AI governance

Three regulators. One evidence trail.

US, UK and Canadian regulators take different positions on AI agents, but all ask the same ten questions, and one case-level evidence trail can answer them. It is for risk, compliance, technology and operations leaders who need to test an agent against those questions and close the gaps.

11 pages · 17 min readRead the summary

Whitepaper · Outcome-based pricing

AI Outcomes need evidence.

Outcome-based pricing for AI-run services only works if buyer and provider agree the outcome definition, the baseline and how each result is verified. This guide helps operations, finance and procurement leaders settle those terms and choose a first process before signing.

12 pages · 16 min readRead the summary

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