AI + CONNECTED CX

AI THAT DOESN’T
STOP AT THE TICKET.

Resolve the customer moment.
Fix what caused it.

Blacklight connects customer conversations with order, subscription, delivery, returns, payment, product, and operating context. Routine work moves quickly. Exceptions reach trained people. Recurring issues become accountable action across the business.

Follow a customer signal See the offer
MODEL-AGNOSTICHUMAN-GOVERNEDBUILT FOR DTC + CPG
THE ADVANTAGE ISN’T THE MODEL.IT’S A BUSINESS THAT LEARNS FROM EVERY CUSTOMER SIGNAL.

THE IMPLEMENTATION GAP

THE TOOLS ARE CAPABLE.
THE OPERATING SYSTEM AROUND THEM OFTEN ISN’T.

AI and CRM companies provide technology. Your teams provide business context. But neither automatically creates the ownership, policies, data discipline, quality controls, project management, training, and cross-functional follow-through required to make the system work safely.

03

03 / BLACKLIGHT

THE OPERATING LAYER

We turn capability and context into governed workflows, accountable owners, trained teams, trustworthy measurement, and continuous improvement.

DESIGNGOVERNIMPLEMENTOPERATE

Claude or another approved model can be part of the stack. The model is not the operating system. Blacklight defines how it is permissioned, grounded, evaluated, routed, governed, and connected to accountable work.

ONE SIGNAL · TWO JOBS

RESOLVE WHAT HAPPENED.
REMOVE WHY IT KEEPS HAPPENING.

00

CUSTOMER SIGNALS

  1. 01
    CUSTOMER

    Tickets · Calls · Reviews · CSAT · QA · Social

  2. 02
    COMMERCE

    Shopify · Recharge · Loop · Payments · Loyalty

  3. 03
    OPERATIONS

    ShipStation · 3PL/WMS · Malomo · Carriers · Product quality

  4. 04
    EXECUTION

    Asana · Slack · Meetings · Notes · Owners · Dependencies · Deadlines

  1. 01UnderstandIntent, urgency, sentiment, identity, and risk
  2. 02Assemble contextOrder, subscription, delivery, return, policy, and history
  3. 03Decide safelyApproved action, agent assist, or human escalation
  4. 04Measure resolutionQA, CSAT, repeat contact, reopens, and cost per resolution

Immediate outcome: the right answer or action with less customer effort.

FROM FRAGMENTED DATA TO ACTION

NOT ANOTHER DASHBOARD.
A SYSTEM FOR DECIDING WHAT HAPPENS NEXT.

Signals are useful only when they can be trusted, interpreted, routed, and acted on. Blacklight connects the customer record to the operating record, then establishes the rules and ownership required to move from insight to resolution.

LIVE SYSTEM VIEW

Follow a signal

GOVERNED
CUSTOMER / BUSINESS INPUTSSIGNALSPRE-TRANSIT · 48H

Detected before contact

FILTRATION / PRIORITIZATIONROOT CAUSE · CONTEXT · DECISIONORDER + CARRIER

Customer history joined · POLICY + RISK · Rules before action

ACCOUNTABLE OWNEROWNERFULFILLMENT

Evidence + SLA attached

POLICY / DECISION LOGICHUMAN / AI / WORKFLOW ACTIONPROACTIVE UPDATE

Or complete human handoff

QA / GOVERNANCE / FOLLOW-UPFORECAST VS ACTUAL / MEASUREMENT · BUSINESS OUTPUTRESOLVE + PREVENT

Customer and system improved

A delayed shipment is recognized before the customer has to ask. Approved context drives the response, while the recurring failure is routed to the upstream owner.

QUALITYResolution, not deflectionCONTROLRisk-based human reviewLEARNINGRecurrence tracked
CUSTOMER SIGNALSCONNECTED TO OPERATING TRUTH
CUSTOMERTickets · Calls · Reviews · CSAT · QA · Social
COMMERCEShopify · Recharge · Loop · Payments · Loyalty
OPERATIONSShipStation · 3PL/WMS · Malomo · Carriers · Product quality
EXECUTIONAsana · Slack · Meetings · Notes · Owners · Dependencies · Deadlines

Platforms shown are examples of systems Blacklight can work with. They are not represented as formal partners.

HUMAN WHEN IT MATTERS

AUTOMATED WHEN IT’S SAFE.
CONTROLLED AT EVERY STEP.

High automation is not the objective. Correct resolution, protected data, clear decision rights, and measurable customer outcomes are.

ACTION CONTROL MODELEXAMPLE · FINAL POLICY DEFINED WITH CLIENT
LOW RISK

Known answer or read-only lookup

Order status · Published policy · Product information

AUTOMATION ELIGIBLE
01

DATA + ACCESS

Least privilege, PII minimization, source attribution, retention rules, and approved system access.

THE WORK SOFTWARE DOESN’T FINISH

YOUR PLATFORM CAN PROVIDE THE PARTS.
WE BUILD THE OPERATING SYSTEM.

Blacklight works alongside CX leaders, operators, approved AI and CRM providers, developers, data teams, and internal owners. Native configuration is built directly where the platform allows. Custom engineering is separately scoped and delivered with the appropriate technical team.

CAPABILITYTHE TOOL PROVIDESBLACKLIGHT MAKES OPERABLE
AI + CRMModels, features, connectorsUse cases, policies, thresholds, ownership
AUTOMATIONActions and workflow buildersEligibility, exceptions, escalation, QA
DATAEvents, fields, reportsTaxonomy, definitions, source truth, interpretation
PROJECT WORKTasks, notes, notificationsPriority, owner, dependency, SLA, closure
TRAININGProduct educationRole-specific workflows, judgment, calibration
MEASUREMENTUsage and automation metricsResolution quality, customer effort, economics, recurrence

CONNECTED CUSTOMER OPERATIONS

THE CUSTOMER SEES ONE BRAND.
THE SYSTEM SHOULD OPERATE LIKE ONE.

01

COMMERCE + SUBSCRIPTIONS

Order changes, subscription actions, charge failures, cancellations, promotions, discounts, and save eligibility.

SHOPIFY · RECHARGE · PAYMENTS

CLEAR ENTRY · RESPONSIBLE SCALE

START WITH EVIDENCE.
EXPAND WHEN THE SYSTEM EARNS IT.

Blacklight is an advisory, implementation, enablement, and managed optimization service. It is not another software platform.

Blacklight CX AI SYSTEMS BLUEPRINT engagement pass
01 / DIAGNOSEAI SYSTEMS BLUEPRINTBLACKLIGHT CXSystems and workflow map

AI SYSTEMS BLUEPRINT

$7,500

Duration: 2–3 WEEKS
  • Systems and workflow map
  • Opportunity and risk scorecard
  • Governance and handoff design
  • KPI baseline and 90-day roadmap
Start Project

Find what should be automated, what must remain human, and where customer signals should create operational action.

Blacklight CX GUARDED WORKFLOW PILOT engagement pass
02 / BUILDGUARDED WORKFLOW PILOTBLACKLIGHT CXIntent, policy, and decision logic

GUARDED WORKFLOW PILOT

FROM$20,000

Duration: 6–10 WEEKS
  • Intent, policy, and decision logic
  • Native integrations and configuration
  • Testing, QA, and launch controls
  • Training and stabilization
Start Project

Launch one to three high-value workflows with live context, exact controls, human escalation, QA, documentation, and team enablement.

Blacklight CX MANAGED AI OPERATIONS engagement pass
03 / OPERATEMANAGED AI OPERATIONSBLACKLIGHT CXQA, failure, and drift review

MANAGED AI OPERATIONS

FROM$4,500/MO

Duration: MONTHLY
  • QA, failure, and drift review
  • Workflow and knowledge optimization
  • Vendor and backlog coordination
  • Executive outcome reporting
Start Monthly

Maintain resolution quality as policies, products, customers, teams, and platforms continue to change.

CONNECTED CX + OPS SYSTEM

MULTIPLE SYSTEMS. BOTH OPERATING LOOPS. ONE ACCOUNTABLE PROGRAM.

$35K–$75K+CUSTOM SCOPE · 8–16 WEEKSDiscuss the Connected System ↗

Software licenses, API usage, major custom development, data warehousing, security testing, and third-party vendor fees are scoped separately.

AI + AUTOMATION · CONNECTED CX

DON’T ADD AI TO A BROKEN SYSTEM.

Bring the stack, the friction, and the outcome you need. We will clarify whether the responsible next step is a workflow correction, an AI Systems Blueprint, a guarded pilot, or a broader operating build.

Request a 30-minute AI fit call
OPERATIONAL TRUTH, MADE VISIBLE.AI SHOULD NOT BECOME ANOTHER BLACK BOX.