4. Impact & Compliance Ledger

Every quote ships with verified water, chemistry, energy and recycled-content data pulled from actual mill runs, in the buyer's own reporting format — the sustainability story becomes evidence. Target: Impact pack delivered with every quote, not on request.

Quick winConceptNow

Business impact

76/100

Win rate on sustainability RFPs

Build effort

42/100

Customer-facing

Projected lift

+19%vs pre-agent baseline

Win rate on sustainability RFPs

Time to value

≤ 90 days

From kickoff

Interactions / month

3,864+20%

Agent-handled

Automation rate

61%-7% human touches

No human in loop

Net value / year

₹3.0Cr

Revenue + cost avoided − run cost

Payback

10 months

Cumulative net positive

Adoption curve

Agent-handled volume vs pre-agent baseline

Jul101 peakDec

Baseline (manual process)

JulAugSepOctNovDec

Readiness scorecard

Six delivery dimensions

DataModelIntegrationAdoptionComplianceOps readiness

Outcome funnel

How win rate on sustainability rfps is produced

  • Eligible interactions4,593
  • Agent-handled3,29372%
  • Qualified outcome1,84356%
  • Win rate on sustainability RFPs won67337%

Usage by geography

313
216
298
339
229
USAEUBangladeshVietnamIndia domestic

Cost mix

Share of run cost

42
  • Inference49%
  • Integration23%
  • Data prep16%
  • Change mgmt17%

Cohort retention

Share of users still using the product weekly

W1W2W3W4W6W8
Cohort 11029887806456
Cohort 21059385726253
Cohort 31029081715946
Cohort 41089585777259
Cohort 51039681786151

Performance by geography

Indexed 0–100 across five signals

VolumeAccuracyDeflectionCSATRevenue
USA7485947476
EU9689468779
Bangladesh7982836963
Vietnam7294964851

Model quality

Live vs target

MetricCurrentTarget30-dayStatus
Precision9190+3.1On target
Recall8485+4.4Closing gap
Grounded-answer rate9495+1.8Closing gap
Escalation rate166-2.2On target
P95 latency (s)43-0.4On target
Hallucination flags / 1k21-0.9On target

Service levels

76%

Impact score

58%

Delivery ease

95%

Uptime (30 days)

Unit economics

₹ per year, indexed to pilot scale

  • Revenue influenced₹2.3Cr
  • Cost avoided₹1.1Cr
  • Run cost₹57L
  • Net value₹3.0Cr

Cumulative ROI by quarter

Q1130% peakQ4

Channel mix

  • Voice20%
  • WhatsApp28%
  • Web12%
  • Field app14%
  • Email26%

Language mix

3
  • English27%
  • Hindi17%
  • Gujarati12%

Segment performance

Volume, automation and win rate per market

MarketInteractionsAutomationWin rate on sustainability RFPsValueTrend
USA793
91%
24%₹39L
t0t1t2t3t4t5t6t7
EU596
93%
21%₹69L
t0t1t2t3t4t5t6t7
Bangladesh498
74%
19%₹84L
t0t1t2t3t4t5t6t7
Vietnam899
64%
18%₹52L
t0t1t2t3t4t5t6t7
India domestic649
79%
18%₹76L
t0t1t2t3t4t5t6t7

Experiment log

What we tested on this product

ExperimentStatusResultOwner
Prompt v3 vs v2Won+10% win rate on sustainability rfpsAiera Labs
Voice-first vs chat-firstRunning+5% so farGrowth Pod
Retrieval window 8k → 32kWon-7% escalationsPlatform
Human review threshold 0.7Rolled backno liftOps
Vernacular tone packRunning+6 CSAT ptsCX

Risk register

Owned mitigations before scale

RiskSeverityMitigationOwner
Data freshness in source systemsMediumHourly sync + staleness alertsData Eng
Regulatory language in outputsHighBuyer NDACompliance
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

  • ETP / utility meters

    Water, effluent and energy per batch

    Live

  • Higg / ZDHC / GOTS registries

    Certificate validity and chemical compliance

    In build

  • SAP batch records

    Traceability from bale to shipped roll

    Live

Product brief

Who uses it

Global buyers, sustainability, compliance

Metric it moves

Win rate on sustainability RFPs

Why Arvind wins

Auditable per-order impact data instead of a brochure claim

Mill data pipelineLCA calculationCertificate management

Guardrails

Applied to every response

  • Buyer NDA
  • Certification claims (GOTS/BCI)
  • Export documentation accuracy

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 USA with human review on every output.

Weeks 7–10

Automate the loop

Hand win rate on sustainability rfps 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, Denim and geography.

02

Ground the context

Mill data pipeline indexes the 3 Arvind product sets, pricing rules and policy language so nothing is answered from memory alone.

03

Reason and decide

LCA calculation scores the situation and picks the next best action — answer, quote, schedule, escalate — with a confidence threshold behind it.

04

Act in the workflow

Certificate management 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 win rate on sustainability rfps 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, Email-to-agent, Trade shows transcripts with intent, objection and sentiment labels.

    Streaming

  • Catalogue & pricing

    Denim · Wovens · Knits 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 5 geographies via DeployOneSense.

    Daily

Customer & team journey

  1. 1Trigger

    Global buyers, sustainability, compliance hits the moment this product exists for — impact pack delivered with every quote, not on request

  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 NDA, 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 win rate on sustainability rfps is attributed to this product.

Metric tree

What we steer and what we protect

North star

Win rate on sustainability RFPs

Drivers

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

Guardrail metrics

  • Grounded-answer rate above 95%
  • Escalation rate inside agreed band
  • Buyer NDA
  • 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

    0.3 FTE

  • Conversation designer

    Prompts, tone and 3-language scripts

    1 FTE

  • Data / integration engineer

    CRM, ERP and telephony wiring

    1 FTE

  • ML engineer

    Scoring models, evaluation harness, drift

    0.5 FTE

  • Ops champion per market

    Floor adoption across 5 geographies

    0.2 FTE each

Commercials

How the product pays for itself

Delivery model
Customer-facing
Cost drivers
Inference volume, telephony minutes, integration upkeep
Charge basis
Per handled conversation
Break-even
5 months at pilot volume
Scale unit
One geography × one Denim

Rollout waves

Scope and the exit test for each wave

Wave 1 — Prove

USA, Denim, human review on every output.

Exit test: Win rate on sustainability RFPs beats manual baseline on 200+ conversations.

Wave 2 — Automate

Add EU 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 5 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 Textiles
  • Approved language pack for English, Hindi, Gujarati
  • Telephony numbers and consent records for outbound
  • Sign-off on Buyer NDA
  • Named market champions for floor adoption

Open questions for the business

Answer these to lock the scope

  • Which USA team runs the pilot and who signs off on outcomes?
  • How far back does usable conversation history go for Denim?
  • What confidence threshold is acceptable before the agent acts unattended?
  • Which existing report does win rate on sustainability rfps get compared against?
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