AI + human workforce
AI + human. One workforce. On heading.
HeadingWork runs customer, data, finance, and field desks as one system. Agents and named people share the queue, the tools, and the score — a single workforce, not a bot bolted onto a bench.
Live desk
On heading
- Agent
Live
Voice · chat · in the queue
- Human
Live
Named pod · same tools
- Desk
One thread
Shared context · shared score
- QA
Scored
Every turn · not a 2% sample
4
Desks, one workforce
1
Queue for agents and people
100%
Turns scored, not sampled
0
Seats sold as the product
Why this exists
Most operations still buy seats. Then they bolt AI on the side.
The chatbot never sees the queue. Quality is a sample. The bench rotates. HeadingWork is the other model: one AI + human workforce, measured on the outcome of the desk.
Headcount as the product
Outcomes: CSAT, accuracy, cycle time, cost-to-serve
A chatbot bolted onto a call center
Agents and people in the same workflow
Quality on a 2% sample
Every turn reviewed and scored
A rotating bench you never meet
Named pods inside your tools
Hidden offshore, vague SLAs
We say where the work is done
Four desks
The work we actually run.
Pick a desk. Each one is an AI + human workforce on one queue — not a menu of eighty services on page one.
- 01
Customer operations
Faster first answer. Cleaner handoff. Every conversation scored.
- Omnichannel support
- Technical support
- AI agents on the desk
- 02
Data & AI operations
Gold-set data. Live review. Safety before and after launch.
- Data annotation and labeling
- Human-in-the-loop production
- Model evaluation and red-teaming
- 03
Back office & finance
Clean books. Faster cycle time. People who already know your stack.
- Finance and accounting
- Medical insurance billing
- Document and data operations
- 04
Specialized industry ops
Industry-ready desks. Not a generic queue learning your nouns on day one.
- Live property preservation
- Insurance estimating
- CMA and BPO
Method
From a messy queue to a desk on heading.
01
Map the queue
We sit in the work for a week. Volume, tools, the calls that actually hurt. Then we set the heading.
02
Stand up the workforce
HeadingWork Agents and named people go on the same desk, in your tools, on one queue. Not a bot in front of a bench.
03
Run the desk
The team takes the work together — first answer, judgment, regulated decisions, upset customers — context intact, no dead-end transfer.
04
Score the desk
Quality is the product. We measure the function, publish the misses, and retune the whole workforce on the same evidence.
Product line
HeadingWork Agents
Voice and chat agents that sit on the desk with your people — same queue, same context, every turn scored.
01
On the desk
Voice and chat agents sit with your people — not in a side channel the queue never sees.
02
One queue
Context stays with the work. No dead-end transfer. Agents and operators pick up the same thread.
03
Every turn scored
Quality is the product. Not a two-percent sample after the fact.
Questions operators actually ask
Straight answers.
Are you a call center or an AI company?+
Both, on purpose. HeadingWork is an AI + human operations company. Agents and named people, one workforce, one heading — not a chatbot sticker on a BPO brochure.
Will you replace our team?+
We run a function. You keep the brand, the customer, and the decisions that should stay yours. Most clients start with overflow or one desk, then expand when the scores hold.
Can you work inside our tools?+
Yes. Named pods sit in your stack — Zendesk, Salesforce, the EHR, the claims system, the work-order tool. We do not force a parallel universe.
Where is the work done?+
We tell you. No hidden bench. Delivery is scoped on the call: who, where, which hours, which language, which system.
How do you handle regulated work?+
The same workforce, with the controls the work needs. Medical billing, court reporting, KYC, claims — a named specialist owns the decision. We do not let a model sign the record.
How do you price?+
On the outcome of the desk, not chairs. After we map the queue we propose a model: per-contact, per-claim, per-hour of named coverage, or a hybrid. The first call is a diagnosis, not a pitch deck.
Next step
Ready to set the heading?
Tell us the queue. We will tell you how an AI + human workforce would run it — then we run the desk.