Cycle time
Median and p90 time from eligible intake to accepted outcome; report unresolved cases separately.
VALUE METHOD
Measure completed work—not AI activity.
Commercial value should be tied to a baseline, a bounded workflow and outcomes the operating team can verify.
KPI BASELINE
Start with the operating facts
Manual touches
Human touches per eligible case, including review, rekeying, chasing, correction and approval.
Exception rate
Cases entering a defined exception path divided by eligible cases, with reason, age and resolution.
Right-first-time
Cases accepted without rework divided by eligible cases. Report false acceptance and rejection where relevant.
Cost per outcome
Attributable labor, platform, transaction and rework costs divided by accepted outcomes.
Control quality
Evidence completeness, authorized actions, approval coverage, incidents and recovery success.
PILOT EVIDENCE BRIEF
Agree what would justify the next step.
Use this outline to scope a pilot. The actual measures, evidence exports and deliverables depend on the agreed engagement.
- 01
Define the eligible work
Record the workflow, owner, baseline period, case volume, mix and exclusions. Freeze metric definitions before comparing results.
- 02
Choose a fair comparison
Use comparable cases or a concurrent control where feasible. Record staffing, policy and system changes. Without a causal design, report observed change rather than attributing it all to AI.
- 03
Measure outcomes and controls
Show accepted outcomes, human effort, errors, approval coverage and recovery results. Report denominators and sample counts; averages alone can conceal slow or failed cases.
- 04
Make an accountable decision
Agree improvement targets, non-negotiable control thresholds, the decision owner and the evidence needed to stop, continue or scale.
Stop or revert
Pause on an unauthorized action, missing material evidence, unresolved incident or an unsafe recovery failure. Reconcile any action whose outcome is uncertain.
Continue within scope
Continue only while agreed controls hold and the evidence supports further testing. Investigate exceptions and avoid hiding failures through narrower denominators.
Consider scaling
Require representative results, accepted residual risk and an operating owner. Passing a pilot does not automatically authorize new channels or system writes.
Financial value requires an agreed cost basis. Separate observed labor, transaction and rework costs from estimated savings; include the cost of review and ongoing operations.