AI Consulting Services for Customer Experience Teams
Intelligent CX Consulting (ICX) offers four services for enterprise CX teams: conversation design, prompt engineering, CX strategy, and agentic AI readiness. Each one ships to production on your stack.
Conversation design
Conversation design is the practice of writing the words, flows, and rules that shape what a chatbot or voice agent says to a customer. ICX builds AI that resolves issues on the first try. Any language, any channel, any scale.
What you get
- Conversation flow documentation and intent maps (the routing logic that decides what the bot should answer)
- Dialog scripts with persona and tone guidelines
- Escalation paths (the bot-to-human handoff design)
- Testing frameworks and conversation analytics setup
- Multi-language deployment support
Tools ICX uses
Dialogflow CX, Azure AI Studio, custom NLU platforms →
Prompt engineering and LLM consulting
Prompt engineering is the practice of writing the instructions that control a large language model (LLM) in production. ICX writes prompts and guardrails that make AI accurate, on-brand, and consistent. Every answer gets sharper and safer.
What you get
- Production prompt libraries and system prompts (the master instructions that set the AI's role and limits)
- Prompt testing and evaluation sets that score AI quality before launch
- RAG pipelines (retrieval-augmented generation, the design that lets AI quote your own data instead of guessing)
- LLM output audits and guardrail design (the rules that block off-brand or unsafe answers)
- Few-shot example curation and tone calibration
Tools ICX uses
AWS Bedrock, Azure AI Studio, LangFuse, custom RAG stacks →
CX strategy
CX strategy is the plan that decides what to automate, what to leave to humans, and how to measure results. ICX builds the plan, ties it to metrics your leaders already track, and rolls it out across teams.
What you get
- CX roadmaps tied to business goals
- Workflow design and automation strategy
- User research synthesis and persona development
- Stakeholder alignment workshops
- Adoption and success metrics frameworks
Tools ICX uses
Figma, Miro, Notion, Jira →
How can teams work with ICX?
ICX offers two engagement models: an embedded team extension for ongoing work, and project-based consulting with a defined scope.
Embedded team extension
ICX joins your product, engineering, or CX team as a dedicated AI specialist. ICX takes part in standups, sprint planning, and cross-team work. This model fits teams that need ongoing hands-on help.
- ✓ Works inside your tools and rituals
- ✓ Set hours per week or month
- ✓ Best for multi-month work
Project-based consulting
ICX ships a defined scope with clear milestones. This model fits teams that need a specific outcome: a chatbot design system, a prompt audit, a CX roadmap, or an agentic AI readiness review.
- ✓ Set scope, timeline, and deliverables
- ✓ Milestone reviews and approvals
- ✓ Most projects run 4 to 12 weeks
How does ICX run a project?
ICX runs every engagement in three phases: Discovery, Design and Build, and Measure and Optimize. Each phase ends with a client review.
Discovery
ICX learns your users, your tech stack, and your goals. ICX defines what success looks like with you.
Design and Build
ICX writes the prompts and designs the flows. You review at every milestone.
Measure and Optimize
ICX tracks performance with real data. ICX iterates until the numbers prove the value.
What is agentic AI readiness?
Agentic AI is AI that can plan, decide, and act with limited human input. Agentic AI readiness is a review that checks whether your data, governance, and chatbot setup can support autonomous AI safely. ICX runs that review.
AI governance and guardrails
The safety layer for autonomous AI. ICX designs prompt guardrails, output monitoring, and compliance rules that keep AI agents accountable.
Data readiness review
ICX checks if your data infrastructure meets the speed, quality, and access needs of AI agents at scale.
Agent orchestration strategy
ICX designs systems where multiple AI agents work on complex tasks together. Human review stays in place for the calls that matter.