Caulfield Consulting
AI Customer Experience Consulting
AI customer experience consulting from the buyer's side of the table
Most AI advice for contact centers comes from people selling software. Angel Aleman has spent his career on the other side: evaluating, buying, deploying, and operating AI inside real service organizations, and answering for the results. His operations automated 96% of Tier-1 contacts and generated $10M of his $34M+ in documented savings from AI automation alone.
What this includes
- AI strategy and prioritization. Which use cases deserve investment first, sequenced by contact volume, cost, and customer impact, not by vendor enthusiasm.
- Agent assist and knowledge optimization. Copilot and knowledge deployments that shorten handle time (his operations cut handle time by 20%) instead of adding another screen for agents to fight.
- Self-service and containment strategy. Deflecting the contacts customers never wanted to make, while protecting CSAT. His voice-of-customer work moved CSAT from 86 to 94 and NPS from 37 to 42 while automation scaled.
- Tier-1 automation. Identifying the high-volume, low-complexity contacts that automation can own end to end, with guardrails and escalation paths that keep customers out of dead ends.
- Platform and vendor evaluation as a buyer and operator. Hands-on operating experience with Salesforce, Intercom Fin, ServiceNow, LivePerson, Verint, Avaya, Nuance, and Jira, applied to selection, negotiation support, and deployment planning.
- Governance and measurement. Containment, CSAT, and cost-per-contact reporting that shows executives exactly what the AI is doing, in dollars and in customer outcomes.
Who this is for
VP and C-level operations and CX leaders who have budget pressure to adopt AI, a board asking what the plan is, and a healthy skepticism about vendor promises. If your AI pilot stalled, your containment numbers do not survive scrutiny, or your agents hate the tools they were given, this is the engagement that fixes it.