Keep your Invisible Employees™ healthy, safe and on-target.
Once digital employees are live, someone has to watch them. We run the ops: live monitoring, alerts, runbooks, guardrails and incident response — so Invisible Employees™ stay reliable, compliant and useful every day.
Your team stays in control while we handle the dashboards, alerts and day-to-day operations behind your Invisible Employees™.
Support & monitoring
What we watch while your teams work — and while they sleep.
Invisible Employees™ are never “fire and forget”. We treat them like real staff: they get dashboards, check-ins, coaching and guardrails. You see the outcomes; we handle the noise.
Every live playbook under one set of eyes.
We track each Invisible Employee™ journey end-to-end: from entry point to final handover, including errors, drop-offs and conversion rates.
- Success, abandonment and escalation rates per journey, channel and segment.
- Issues grouped by root cause — prompts, tools, systems, data or policy.
- Heat-maps of where customers get stuck or ask to speak to a human.
- Weekly summary pack for CX, ops and IT with plain-language insights.
Are all the pipes open?
We monitor WhatsApp, web chat, email and voice callers for timeouts, errors and unusual drops in traffic.
- Health checks for APIs, phone trunks, inboxes and web widgets.
- Alerting when response times spike or delivery rates fall.
- Routing issues to the right vendor or internal team with evidence.
Stay POPIA / GDPR-safe as you scale.
We keep an eye on what data Invisible Employees™ touch, where it flows and how long it’s kept.
- Spot-checks on transcripts against consent, purpose and retention rules.
- Audit-friendly logs of changes to prompts, tools and journeys.
- Early warning if a journey drifts into a new risk or regulatory zone.
Ops console
From alert to fix: how Invisible Employee™ incidents are handled.
When something breaks, you need more than a red light. This is the simple flow your team sees when Invisible Employees™ raise an incident.
One place to see what happened, who’s on it and what changed.
1. Detect & group
Metrics, logs and feedback catch issues quickly — then group them into meaningful incidents, not hundreds of noisy alerts.
2. Triage & assign
We attach impact, scope and likely root cause, then route to the right owner — prompt, system, channel or policy.
3. Fix & verify
Changes run through agreed runbooks. We check that journeys are healthy again before closing the loop.
4. Learn & improve
Every incident feeds back into training, documentation and guardrails so the same issue doesn’t surprise you twice.
A simplified view of events as your Invisible Employees™ raise and resolve issues.
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Ops cadence
The rhythm of keeping Invisible Employees™ healthy.
Behind the console there’s a simple, repeatable cadence so journeys stay on-track — even as volumes and products change.
Health, drift & weirdness.
- Are all channels up and responding within target?
- Any new prompts or tools behaving unexpectedly?
- Spot-checks on transcripts, tone and guardrails.
Performance & opportunities.
- Journey-level performance review with CX / ops.
- Backlog of improvements, tests and new intents.
- Signed-off changes scheduled into the next sprint.
Evidence & risk posture.
- POPIA / GDPR evidence pack across live journeys.
- Audit logs of access, exports and configuration.
- Plan for next month’s changes, launches and spikes.
FAQ
Questions leaders ask about running Invisible Employees™ in production.
A quick look at how support, monitoring and operations work in practice once your digital employees go live.
It’s shared. We provide the monitoring stack, alerts, runbooks and first-line triage. Your team stays in the loop on every incident and signs off on changes that affect customers, risk or brand.
No. Most clients start with a small squad — usually CX / ops, IT and a data or risk lead. We augment them with our own ops team, so you get mature processes without hiring a full AI SRE department on day one.
Guardrails, alerts and stop-buttons are built in. If behaviour drifts, we can pause journeys or channels, roll back to a safe configuration and provide a full incident report with root cause and fixes.
We keep an evidence trail: who changed what, which playbooks are live, what data is touched and where it flows. That makes it far easier to answer questions from POPIA / GDPR regulators, partners or unions.
Next step
Bring us one Invisible Employee™. We’ll run the ops and show you the difference.
Choose a live or upcoming digital employee — for example: WhatsApp reception, outbound collections or support triage. We’ll plug it into our monitoring stack, agree runbooks and give you a clear view of uptime, risk and improvements.
Prefer a written outline? We can send a short proposal covering monitoring, support hours, SLAs and pricing for your first Invisible Employees™.