Sub-function
Service Analytics
Owns analysis work end to end inside Customer Service. more
Estate rating
A
76 / 100
Assembly and driver analysis are agentic end to end. more
Agents
10
Lines
3
Units / wk
119
Timetable vs actual
5.3d → 4.7d
Cost / unit
$738
was $2K
Run-rate saving
$8.0M
annualized at this volume
The 10 agents running this sub-function
Grouped by what they are for, not by where they sit. more
Service Analytics Orchestrator
Owns the service analytics lane end to end. Sequences the other agents, holds the timetable, and decides what surfaces to a human.
ceiling A3 · escalates to Escalates to Head of Service Analytics when the unit falls outside the decision envelope or confidence drops below the floor.
Metric Assembly Agent
Runs the repeatable portion of service analytics inside the shared transaction spine at spine cost and spine controls.
ceiling A3 · escalates to Escalates to Head of Service Analytics when the unit falls outside the decision envelope or confidence drops below the floor.
Deflection Value Agent
Runs the repeatable portion of service analytics inside the shared transaction spine at spine cost and spine controls.
ceiling A3 · escalates to Escalates to Head of Service Analytics when the unit falls outside the decision envelope or confidence drops below the floor.
Cost-to-Serve Agent
Executes the service analytics step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Service Analytics when the unit falls outside the decision envelope or confidence drops below the floor.
Contact Driver Agent
Executes the service analytics step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Service Analytics when the unit falls outside the decision envelope or confidence drops below the floor.
Benchmark Agent
Executes the service analytics step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Service Analytics when the unit falls outside the decision envelope or confidence drops below the floor.
Narrative Agent
Executes the service analytics step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Service Analytics when the unit falls outside the decision envelope or confidence drops below the floor.
Service Economics Agent
Authors positions on service analytics. Frames the question, models the options, and writes a recommendation a human can ratify or reject.
ceiling A3 · escalates to Escalates when two options sit inside the confidence band and the evidence cannot separate them.
Analytics Policy Agent
Holds the rules that bind every other agent in service analytics. Versions them, tests them against live decisions, and blocks work that breaches them.
ceiling A3 · escalates to Escalates on any decision that would breach a live policy version, with the clause cited.
Service Analytics Challenger Agent
Adversarial reviewer for service analytics. Argues the opposite case on every position and flags where the evidence does not carry the claim.
ceiling A3 · escalates to Escalates when a ratified position is still running against a break condition it flagged.
Estate rating breakdown
Seven control dimensions. Judgment readiness runs against autonomy on purpose.
People
What the humans stopped doing, and what they do now.
Redeployed into exception judgment and supplier relationship work.
Lines running in this sub-function
Each line is a workflow. more
Strategy positions this sub-function holds
An agent that only executes is a robot. more
Cost-to-Serve Position
Supersededv4Where should the autonomy ceiling for service analytics sit over the next four quarters, and what evidence would justify moving it?
Hold the ceiling at A3 for service analytics. more
confidence
69%
The challenge — Service Analytics Challenger Agent
Service Analytics Challenger Agent argues the recommendation leans on 3 quarters of data from a period with no volume shock. more
Break conditions
- ·Override rate rises above 15 percent for two consecutive months
- ·Cost per analysis stops falling while volume keeps rising
- ·A control failure in this lane reaches a customer or a regulator
Evidence gaps
- ·No external comparator on a like-for-like unit definition
- ·Exception cases under $59k are sampled, not fully measured
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $125k run rate | Known and priced. Cedes ground if comparators move faster. | live |
| Raise the ceiling one level now | $1631k to build controls | Override rate is 10 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $520k transition | Loses local context. Rework risk on the cases that are hardest to recover. | under review |
Service Analytics Operating Position
Draftv4Should analysis work stay in the shared transaction spine, or come back inside the function where the context lives?
Keep the repeatable analysis volume in the spine and pull the exception tail back into the function. more
confidence
81%
The challenge — Service Analytics Challenger Agent
Service Analytics Challenger Agent argues the recommendation leans on 3 quarters of data from a period with no volume shock. more
Break conditions
- ·Override rate rises above 7 percent for two consecutive months
- ·Cost per analysis stops falling while volume keeps rising
- ·A comparator publishes a materially lower unit cost on a like-for-like basis
Evidence gaps
- ·No external comparator on a like-for-like unit definition
- ·Exception cases under $7k are sampled, not fully measured
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $728k run rate | Known and priced. Cedes ground if comparators move faster. | live |
| Raise the ceiling one level now | $1425k to build controls | Override rate is 12 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $951k transition | Loses local context. Rework risk on the cases that are hardest to recover. | under review |
Policy register
The rules the agents above are bound by. more
| Ref | Rule | Scope | Owner agent | Approved by | Version | Status |
|---|---|---|---|---|---|---|
| CS11-POL-200 | Service Analytics Decision Envelope Agents in this lane may act without a human when the analysis sits inside the stated value, risk and confidence envelope. more binds 6 agents · US · Canada | envelope | Analytics Policy Agent | Head of Service Analytics | v5.2 | Active |
| CS11-POL-201 | Service Analytics Evidence Standard Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more binds 6 agents · Global | evidence | Analytics Policy Agent | Head of Service Analytics | v5.1 | Active |