Technology
Service
Agentforce Kaizen™
Prove the case. Then keep improving it.
Most Agentforce programmes stall in one of two places: a pilot nobody can justify commercially, or a launch that never changes again. Kaizen™ treats agents as a continuous improvement loop — a defensible business case first, then a rhythm of observe, learn, update that your own people own.
- Business case before build
- Proof of concept in a bounded scope
- Observe · learn · update cadence
- Your team upskilled, not replaced
Advantage:
Tangible Outcomes
Agentforce · Data · Salesforce
An agent is a process that now runs itself. That makes it the first system in your Salesforce estate that gets measurably better or worse every week depending on how closely you watch it. Treating the go-live as the finish line is what turns a promising pilot into shelfware.
We start where the commercial argument is weakest — the business case — and build a proof of concept narrow enough to prove or disprove it quickly. What follows is a standing improvement loop: instrument the agent, review real conversations and actions, tune topics and instructions, and hand the controls to your team as their confidence grows.
Scope
What a Kaizen™ engagement covers
Each stage produces something you can act on without us in the room.
Business case development
Before any build, we quantify the process you intend to hand to an agent: volume, handling time, error and escalation rates, and the credit and licence cost of running it. That baseline is what makes the eventual result arguable either way.
- Candidate process shortlist and scoring
- Baseline volume and effort measurement
- Expected credit consumption per interaction
- Break-even and sensitivity view for finance
Proof of concept
A deliberately bounded agent built in your org against your data, scoped so the result is unambiguous. We prefer a narrow topic executed well over a broad demo that proves nothing.
- Single high-volume topic, real records
- Grounding on your data, not sample data
- Guardrails, escalation and human handoff defined
- Go / no-go review against the business case
Instrumentation and observation
You cannot improve what you cannot see. We put measurement around the agent from day one — transcript review, action success and failure, deflection and escalation, credit burn per outcome.
- Conversation and action-level logging
- Failure taxonomy and review queue
- Credit consumption tracked against forecast
- Weekly review pack for the process owner
Continuous improvement loop
A standing cadence of tuning: sharpen instructions, split or merge topics, add the action that keeps getting requested, retire the one nobody triggers. Small, reversible, frequent changes.
- Prioritised change backlog
- Regression checks before each change lands
- Prompt and topic version history
- Rollback path for every change
Team upskilling
The loop only survives if your people run it. We work in the open, pair with your admins and architects, and hand over the review process, the runbook and the judgement behind the decisions.
- Pairing through build and tuning
- Runbooks for review and release
- Enablement for process owners, not just admins
- Explicit exit criteria for our involvement
How the loop runs
Step 1
Frame
Pick the process, measure the baseline, agree what proof would look like and what it should cost to run.
Step 2
Prove
Build the bounded agent in your org, grounded on your data, with guardrails and escalation defined up front.
Step 3
Observe
Review real conversations and actions weekly. Track success, failure and credit burn against the forecast.
Step 4
Improve & hand over
Tune on a cadence, transfer the runbook and judgement, and step back as your team takes the controls.
What good looks like
What you should expect from a Kaizen™ engagement
A decision you can defend
A business case with a measured baseline, so scaling or stopping is an evidenced choice rather than a matter of taste.
Cost you can forecast
Credit consumption modelled per interaction and tracked against actuals, before the invoice tells you.
An agent that improves
A standing cadence of small, reversible changes instead of a launch that quietly degrades.
Guardrails that hold
Explicit escalation, human handoff and failure handling defined before go-live, not retrofitted after an incident.
A team that owns it
Your admins and process owners running the review loop themselves, with the runbook to prove it.
A repeatable second use case
A pattern for framing, proving and tuning the next process, so the second agent costs less than the first.
Start with one process and a real baseline.
Tell us the process you have in mind and we will tell you what it would take to prove it — including what it should cost to run.