4. Capacity & Costing Desk

Answers a buyer's capacity and price question in the meeting: SAM-based feasibility against live line plans, duty and freight modelled, and a slot held on the spot. Target: Utilisation up 6 points and costing turnaround under an hour.

Core buildConceptNext

Business impact

82/100

Line utilisation

Build effort

58/100

Internal platform

Projected lift

+21%vs pre-agent baseline

Line utilisation

Time to value

2 quarters

From kickoff

Interactions / month

3,864+16%

Agent-handled

Automation rate

75%-6% human touches

No human in loop

Net value / year

₹2.4Cr

Revenue + cost avoided − run cost

Payback

8 months

Cumulative net positive

Adoption curve

Agent-handled volume vs pre-agent baseline

Jul92 peakDec

Baseline (manual process)

JulAugSepOctNovDec

Readiness scorecard

Six delivery dimensions

DataModelIntegrationAdoptionComplianceOps readiness

Outcome funnel

How line utilisation is produced

  • Eligible interactions4,217
  • Agent-handled3,31779%
  • Qualified outcome1,66750%
  • Line utilisation won71743%

Usage by geography

297
208
294
207
EthiopiaIndiaUSA buyersEU buyers

Cost mix

Share of run cost

58
  • Inference51%
  • Integration35%
  • Data prep17%
  • Change mgmt13%

Cohort retention

Share of users still using the product weekly

W1W2W3W4W6W8
Cohort 11049987776855
Cohort 21089188716454
Cohort 31029680715953
Cohort 41089686816662
Cohort 51059282766254

Performance by geography

Indexed 0–100 across five signals

VolumeAccuracyDeflectionCSATRevenue
Ethiopia6766823998
India4261866937
USA buyers8888887847
EU buyers3755496068

Model quality

Live vs target

MetricCurrentTarget30-dayStatus
Precision8790+3.1Closing gap
Recall8085+4.4Closing gap
Grounded-answer rate9395+1.8Closing gap
Escalation rate96-2.2On target
P95 latency (s)33-0.4On target
Hallucination flags / 1k21-0.9On target

Service levels

82%

Impact score

42%

Delivery ease

91%

Uptime (30 days)

Unit economics

₹ per year, indexed to pilot scale

  • Revenue influenced₹2.8Cr
  • Cost avoided₹1.1Cr
  • Run cost₹48L
  • Net value₹2.4Cr

Cumulative ROI by quarter

Q1145% peakQ4

Channel mix

  • Voice19%
  • WhatsApp26%
  • Web11%
  • Field app24%
  • Email21%

Language mix

3
  • English25%
  • Hindi31%
  • Amharic34%

Segment performance

Volume, automation and win rate per market

MarketInteractionsAutomationLine utilisationValueTrend
Ethiopia417
83%
44%₹47L
t0t1t2t3t4t5t6t7
India408
69%
45%₹33L
t0t1t2t3t4t5t6t7
USA buyers854
82%
31%₹66L
t0t1t2t3t4t5t6t7
EU buyers627
68%
24%₹83L
t0t1t2t3t4t5t6t7

Experiment log

What we tested on this product

ExperimentStatusResultOwner
Prompt v3 vs v2Won+6% line utilisationAiera Labs
Voice-first vs chat-firstRunning+6% so farGrowth Pod
Retrieval window 8k → 32kWon-6% escalationsPlatform
Human review threshold 0.7Rolled backno liftOps
Vernacular tone packRunning+5 CSAT ptsCX

Risk register

Owned mitigations before scale

RiskSeverityMitigationOwner
Data freshness in source systemsMediumHourly sync + staleness alertsData Eng
Regulatory language in outputsHighBuyer code of conductCompliance
Field-team adoptionMediumIn-app nudges + weekly coaching drillsSales Ops
Model cost driftLowRouter to smaller models for routine intentsPlatform

Where it sits in the portfolio

Tap another dot to switch product

Quick winsBig bets
Impact ↑Effort →

Systems it touches

  • Line planning system

    Live capacity, styles in plan and changeover cost

    Live

  • PLM tech packs

    SAM build-up, BOM and trims

    Live

  • Duty & freight rate feeds

    Landed cost by destination and trade agreement

    In build

Product brief

Who uses it

Buyers, merchandising, industrial engineering

Metric it moves

Line utilisation

Why Arvind wins

Bookings won on speed while competitors are still costing

SAM / efficiency modelLine-plan optimiserCosting engine with confidence band

Guardrails

Applied to every response

  • Buyer code of conduct
  • Audit trail
  • Labour compliance statements

Delivery plan

14-week path to production

Weeks 1–3

Ground the data

Connect 3 product sets, historical conversations and CRM outcomes.

Weeks 4–6

Pilot with one team

Run in Ethiopia with human review on every output.

Weeks 7–10

Automate the loop

Hand line utilisation decisions to the agent with escalation thresholds.

Weeks 11–14

Scale across lines

Roll out to 3 languages and all geographies.

How it works

End-to-end, from signal to learned outcome

01

Capture the signal

Every Voice and WhatsApp interaction, plus CRM and order events, is streamed in and tagged to a customer, Bottoms and geography.

02

Ground the context

SAM / efficiency model indexes the 3 Arvind product sets, pricing rules and policy language so nothing is answered from memory alone.

03

Reason and decide

Line-plan optimiser scores the situation and picks the next best action — answer, quote, schedule, escalate — with a confidence threshold behind it.

04

Act in the workflow

Costing engine with confidence band writes back into CRM/ERP and fires the customer-facing action in English or Hindi, so the team sees it where they already work.

05

Learn from outcome

Won/lost and line utilisation outcomes flow back nightly; prompts, thresholds and routing are retuned every fortnight.

Data it runs on

Sources, contents and refresh cadence

  • Conversation history

    Voice, WhatsApp, Buyer portal, Vendor calls transcripts with intent, objection and sentiment labels.

    Streaming

  • Catalogue & pricing

    Bottoms · Tops · Programs with specs, availability and approved commercial language.

    Hourly

  • CRM outcomes

    Stage moves, win/loss reasons and owner activity per enquiry.

    15 min

  • Operations systems

    ERP order, stock, dispatch and service records used to answer status questions.

    Hourly

  • Market signals

    Demand and competitor movement across 4 geographies via DeployOneSense.

    Daily

Customer & team journey

  1. 1Trigger

    Buyers, merchandising, industrial engineering hits the moment this product exists for — utilisation up 6 points and costing turnaround under an hour

  2. 2Agent acts

    Aiera responds within seconds on Voice, grounded in the live catalogue and the customer's own history.

  3. 3Human in the loop

    Anything below the confidence threshold, or touching Buyer code of conduct, routes to a named owner with full context attached.

  4. 4Close the loop

    Outcome is written back, the customer gets a summary on WhatsApp, and line utilisation is attributed to this product.

Metric tree

What we steer and what we protect

North star

Line utilisation

Drivers

  • Agent-handled share of eligible interactions
  • First-response time and resolution time
  • Qualified outcomes per 100 conversations in Ethiopia
  • Repeat engagement within 30 days

Guardrail metrics

  • Grounded-answer rate above 95%
  • Escalation rate inside agreed band
  • Buyer code of conduct
  • Run cost per conversation below target

Squad to build it

Who is needed and for what

  • Product owner (Arvind)

    Scope, adoption and the business case

    0.5 FTE

  • Conversation designer

    Prompts, tone and 3-language scripts

    1 FTE

  • Data / integration engineer

    CRM, ERP and telephony wiring

    2 FTE

  • ML engineer

    Scoring models, evaluation harness, drift

    0.5 FTE

  • Ops champion per market

    Floor adoption across 4 geographies

    0.2 FTE each

Commercials

How the product pays for itself

Delivery model
Internal platform
Cost drivers
Inference volume, telephony minutes, integration upkeep
Charge basis
Per market licence + usage
Break-even
5 months at pilot volume
Scale unit
One geography × one Bottoms

Rollout waves

Scope and the exit test for each wave

Wave 1 — Prove

Ethiopia, Bottoms, human review on every output.

Exit test: Line utilisation beats manual baseline on 200+ conversations.

Wave 2 — Automate

Add India and Hindi; agent acts without review above threshold.

Exit test: Escalation rate under 10% for four straight weeks.

Wave 3 — Extend

All 3 product sets and 4 channels, wired into CRM reporting.

Exit test: Adoption above 70% of eligible interactions.

Wave 4 — Compound

Roll across 4 geographies and share the model with sibling Arvind businesses.

Exit test: Net value positive at run-rate; owned by business-as-usual team.

Dependencies to unblock

Needed before wave 1 starts

  • API access to CRM and ERP for Arvind Garmenting
  • Approved language pack for English, Hindi, Amharic
  • Telephony numbers and consent records for outbound
  • Sign-off on Buyer code of conduct
  • Named market champions for floor adoption

Open questions for the business

Answer these to lock the scope

  • Which Ethiopia team runs the pilot and who signs off on outcomes?
  • How far back does usable conversation history go for Bottoms?
  • What confidence threshold is acceptable before the agent acts unattended?
  • Which existing report does line utilisation get compared against?
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