LUMADA LABS
AI for customer service and operations
We design assistants and workflows for the web, WhatsApp and internal processes. We define the task, the information they need and when to hand off to a person.
We look at common questions, information classification and repetitive tasks to choose a specific, measurable objective.
We agree on what the assistant can answer, what data it can use and which situations need human involvement.
We review answer quality, errors, handoffs and continuity to improve the workflow.
We design the complete flow, including what information the assistant uses, what questions it asks, how it records context and what the person taking over needs.
We agree on quality criteria and points for human review before expanding the automation.
We assess the process and propose a small first phase to test, measure and adjust.