How It Works

Every Akili Talent engagement follows the same structured path.

Five stages. A defined outcome at each one. And a clear decision point before any long-term commitment is made.

Here is exactly what to expect.

Stage 1 of 5

Free 20-Minute Customer Experience Assessment

What happens

We start with a conversation, not a contract.

In 20 minutes, we look at your current customer experience setup. We ask about your channels, your tools, your team structure, and where the strain is. We assess where quality is slipping and where the biggest retention risks sit.

We are honest about what we find. If we are not the right fit, we will tell you directly in that call. If there is a fit, we tell you that too and explain why.

What you walk away with

A clear picture of your customer experience gaps, an honest assessment of fit, and no obligation to take the next step.

Time commitment: 20 minutes. Cost: Free.

Stage 2 of 5

Proposal Within 24 Hours

What happens

If there is a fit, we build a proposal and deliver it within 24 hours of the assessment call.

The proposal covers: Recommended service tier (Core, Plus, or Intelligence). Scope of work. Channels and tools covered. Pilot structure and timeline. Pilot fee. Post-pilot pricing structure.

No vague commitments. No hidden structure to be revealed later. Everything is in writing before you agree to anything.

What you walk away with

A complete picture of what the engagement looks like, what it costs, and what it delivers.

Time commitment: Review at your own pace. Cost: Included in the assessment.

Stage 3 of 5

Brand Immersion

What happens

Before a single customer interaction is handled, your Akili specialists go through a structured 3-day brand immersion.

This is not a general orientation. It is specific to your brand.

They learn your tone of voice. Your product range. Your common customer issues. Your escalation protocols. Your return and refund policies. Your tools and workflows. The edge cases that require judgment, not just a script.

By the time live support begins, your specialists are not learning on the job. They are ready.

What you walk away with

Specialists who sound like your brand from day one.

Time commitment: 3 days. We handle the process. You provide access to your tools and a brand brief.

Stage 4 of 5

Live Support Begins

What happens

Support goes live according to the agreed schedule and channels.

Your specialists begin handling real customer interactions using your tools, your voice, and the protocols established during immersion.

From day 7, you receive weekly performance reports. These cover response times, customer satisfaction scores, resolution quality, and any patterns worth flagging. You are never left guessing how things are going.

If something needs adjusting, we adjust it. That feedback loop is built into the process, not bolted on after the fact.

What you walk away with

Live, on-brand customer support. Weekly visibility. A team that flags issues before you have to ask.

Reporting begins: Day 7. Reporting frequency: Weekly throughout the pilot.

Stage 5 of 5

30-Day Decision Point

What happens

At day 30, we hold a structured review call.

We walk through the pilot results together. Customer satisfaction data. Resolution quality. Response performance. Retention signals. Any operational insights worth carrying forward.

Then you decide.

Continue with the same tier. Upgrade. Adjust scope. Or exit. There is no pressure, no penalty, and no awkward conversation. The pilot exists precisely so this decision can be made with real data, not promises.

If you continue, we transition to the agreed post-pilot pricing and structure. If you exit, you leave with a clearer picture of your customer experience operation than you had before.

What you walk away with

A data-backed decision, made on your terms.

Commitment beyond day 30: Your choice entirely.

Regardless of tier, these never change.

Every Akili Talent engagement includes the following as standard.

• Dedicated specialists assigned to your brand. Not a shared pool. Not a rotation. People who know your operation.

• A 3-day brand voice immersion before live support begins.

• Weekly performance reporting from day 7 of the pilot.

• A structured 30-day pilot review and debrief call.

• Honest communication throughout. If something is not working, we say so. If the fit is not right, we say that too.

We work inside your existing stack.

You do not need new tools to work with us. We build inside what you already use.

• Customer experience and helpdesk platforms: Gorgias, Zendesk, Help Scout, Intercom, Freshdesk, Gleap, and similar systems.

• CRM and retention: Klaviyo, HubSpot, Salesforce, Attentive, Postscript, Braze

• E-commerce operations: Shopify, Shopify Plus, WooCommerce, BigCommerce, Magento, Recharge, Skio, ShipBob, ShipStation, Loop Returns

• Messaging: WhatsApp Business and SMS platforms.

• Communication: Email, live chat, and voice.

• Voice Support: Aircall, RingCentral, Talkdesk, Dialpad, Five9, CloudTalk, Nextiva,

If your primary platform is not listed, mention it on the assessment call. We confirm compatibility before any commitment is made.

Questions we hear often.

How long does it take to get started?

Assessment to live support typically takes 5 to 7 business days. Proposal within 24 hours of the assessment. Brand immersion over 3 days. Then live.

What if I only need support during peak season?

The Core tier is flexible with no long-term commitment. The Plus tier allows you to scale with 48 hours notice. Surge capacity planning is built into the Intelligence tier by default. Mention your seasonality on the assessment call and we will structure accordingly.

What happens if a specialist is not the right fit for our brand?

We address it. This is why the brand immersion phase exists and why weekly reporting begins at day 7. If quality is not where it should be, we flag it, adjust, and resolve it. We do not wait for you to raise it.

Can we upgrade tiers after the pilot?

Yes. Moving from Core to Plus or from Plus to Intelligence is a structured transition. We handle it.

What does outcome-linked pricing mean?

Available on the Intelligence tier on request. It means a portion of the pricing is tied to agreed performance outcomes rather than a flat monthly fee. Ask about this on the assessment call.

Is there a minimum contract length after the pilot?

Core is flexible with no minimum term. Plus is monthly rolling. Intelligence is structured by mutual agreement, typically with a defined review cadence built in.

The first step takes 20 minutes.

Book a free customer experience assessment. We look at your setup, identify where the strain is, and tell you honestly whether we can help.

No obligation. No lock-in. A clear answer at the end of the call.

20-minute call. Proposal in 24 hours. Pilot within a week. Decision at day 30.