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PH1 core capbility
YEARS EXPERIENCE
10+ years
TYPICAL CLIENT
VP Digital, Chief Operating Officer, Director of Service Design, CIO
NECESSARY TIMELINE
4 to 6 months
Our POV
A model runs on a workflow. Most AI deployments fail at a handoff nobody had documented — the moment the AI gives up and a person has to take over, the escalation path that was never designed, the step where the automated answer and the human answer contradict each other.
A service blueprint makes those handoffs explicit before they become incidents. Front stage, back stage, systems and the points where responsibility moves between people and machines.
What We Do
Map the service as it runs today. What the customer sees, what happens behind it, which systems carry it, and where it already breaks.
Design the AI handoffs explicitly. What the AI owns, what it must escalate, how it hands over, and what the person receiving it needs to know.
Define governance and escalation. Who is accountable when the AI is wrong, how that is detected, and what the recovery path looks like.
What We'll Deliver
Current-state service blueprint across front stage, back stage and systems
Future-state blueprint with AI responsibilities made explicit
Handoff design covering escalation, recovery and accountability
Governance model for AI-enabled service delivery
Implementation requirements for the teams building it
Workshop facilitation to align operations, digital and service teams
When This is Essential
An AI capability is being deployed into an existing service
Automated and human answers are contradicting each other
Escalation from AI to a person is unstructured or undefined
Before scaling a pilot that worked in controlled conditions
When operations and digital teams disagree about who owns what
Combine With These Services
Customer Journey Mapping — map the journey the service has to deliver
AI Strategy Consulting — decide which services AI should touch
AI Failure Mode Research — find where the handoffs break under pressure
Part of Strategy & Planning and Prototyping & Testing.
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Submissions