di-factory | Data Intelligence Factory
Tier 1 resolved. Humans freed for complex work. 24/7 coverage. Human escalation.
| Pain Point | Impact |
|---|---|
| Password resets consume 30-50% of Tier 1 | Expensive humans doing simple tasks |
| After-hours coverage gaps | Users stuck until morning |
| Tickets mis-routed | Bounce 2-3 times before right team |
| SLA breaches | Customer complaints, contract penalties |
| KB articles unused | Users open tickets instead of searching |
Your support team is skilled. They shouldn't reset passwords all day.
What you buy: An agentic cell that resolves your tickets
| Element | Description |
|---|---|
| The Cell | AI agents + human oversight |
| Pricing | Flat $8K/sprint — NOT per-ticket |
| How it works | Agents handle Tier 1, humans handle Tier 2/3 |
| 24/7 coverage | Agents don't sleep |
Handle 100 or 10,000 tickets. Same price.
| Use Case | Before | After |
|---|---|---|
| Password Reset | 15 min human time | 2 min automated |
| How-To Questions | Ticket → human → KB copy/paste | Instant KB lookup |
| Ticket Routing | 25% mis-routed | <5% mis-routed |
| Status Updates | Human checks, responds | Auto-response |
| After-Hours | None or expensive on-call | 24/7 Tier 1 |
| SLA Monitoring | Reactive | Proactive alerts |
Password reset alone = 30-50% of Tier 1 eliminated.
| Agent | What It Does |
|---|---|
| Triage Agent | Classifies, prioritizes, routes tickets |
| Resolution Agent | Handles Tier 1 (password, how-to, known issues) |
| Knowledge Agent | Searches KB, surfaces solutions |
| Escalation Agent | Detects when human needed, preps context |
| SLA Monitor | Tracks deadlines, alerts before breach |
| Reporting Agent | Metrics, trends, recurring issues |
Your Tier 2/3 team focuses on complex issues and improvements.
4 weeks | $2K or FREE with 6-month contract
| Week | Focus |
|---|---|
| Week 1-2 | Map ticket flow, analyze volume, assess KB quality |
| Week 3 | Build Triage or Password Reset agent |
| Week 4 | Live pilot with real tickets, decision: continue or stop? |
4 weeks each | $8K/sprint
We assess your knowledge base in Sprint 0:
| Dimension | Score 1-5 |
|---|---|
| Coverage | Top categories covered? |
| Accuracy | Articles correct? |
| Findability | Easy to search? |
| Freshness | Recently updated? |
| Structure | Consistent format? |
If score < 15/25: Sprint 1 = fix KB before Resolution Agent.
We don't build on bad foundations.
Sprint 0 Deliverables: - Ticket Flow Assessment - Volume Analysis Report - KB Assessment Scorecard - SLA Baseline Report - First Production Agent - Training for Your Team
Sprint 1+ Deliverables: - 24/7 Tier 1 resolution - New agents per sprint - SLA Dashboard (real-time) - Monthly improvement proposals
You own everything. Full IP transfer, in your environment.
| Category | Platforms |
|---|---|
| Ticketing | ServiceNow, Jira SM, Zendesk, Freshdesk |
| Identity | Active Directory, Okta, Azure AD |
| Knowledge Base | Confluence, SharePoint, ServiceNow KB |
| Communication | Slack, Teams, Email |
| Monitoring | PagerDuty, Datadog, New Relic |
| Phase | Price | What's Included |
|---|---|---|
| Sprint 0 | $2,000 | Discovery + first agent (4 weeks) |
| Sprint 0 | FREE | With 6-month contract commitment |
| Sprint 1+ | $8,000/sprint | Full cell operation (unlimited tickets) |
| Maintain-only | $4,000/month | Agents run, we monitor & fix |
Flat fee. NOT per-ticket. 24/7 coverage included.
| Metric | Before | After | Savings |
|---|---|---|---|
| Password resets/month | 500 | 50 (exceptions only) | 90% reduction |
| Cost per reset | $15-25 | $2-3 | 85% savings |
| Tier 1 to humans | 100% | 30-50% | 50-70% deflection |
| After-hours cost | $5K/month (on-call) | Included | $5K/month |
ROI typically visible in Sprint 1.
Sprint 0: Assess your tickets, build your first agent.
4 weeks. $2K (or FREE with 6-month contract).
📅 Book a Call → di-factory.biz/contact