⌘K
All systems operational
Overview
Command Center
Platform-wide agent operations across all customers.
Resolutions
1.84M
9.2%vs last period
Containment rate
73.4%
2.6%auto-resolved
Active agents
412
across 168 customers
Platform MRR
$1.62M
14.1%net new
Conversation volume
Last 30 daysResolved vs escalated across all channels.
Apr 24May 9May 23
Resolved Escalated
Resolutions by channel
Volume share per channel.
Chat812K · 44%
Voice498K · 27%
Email331K · 18%
WhatsApp203K · 11%
Platform signals
Guardrail breach spike — Northwind
14 PII blocks in 30 min · review policy
Eval regression — Retail Concierge v8
Accuracy dropped 4% after last deploy
AI summary — escalation pattern
Refund-policy questions drive 38% of escalations this week.
Customers to watch
| Customer | Containment | Health |
|---|---|---|
NW Northwind Retail | 61% | At risk |
LH Lumen Health | 79% | Healthy |
AB Aerial Bank | 68% | Onboarding |
MV Meridian Travel | 81% | Healthy |
Customers
Customers
168 customer organizations on the platform.
| Customer | Plan | Agents | Containment | MRR | Health | |
|---|---|---|---|---|---|---|
NW Northwind Retail retail · 14 brands | Enterprise | 9 | 61% | $42.0K | At risk | |
LH Lumen Health healthcare | Scale | 6 | 79% | $18.4K | Healthy | |
AB Aerial Bank fintech | Enterprise | 4 | 68% | $31.0K | Onboarding | |
MV Meridian Travel travel | Scale | 7 | 81% | $22.6K | Healthy | |
VC Vance Commerce e-commerce | Growth | 2 | 74% | $6.8K | Healthy |
Showing 1–5 of 168
NW
Northwind Retail
At riskEnterprise Retail Customer since Aug 2025 CSM Dana Reed
Overview
Agents
Usage
Billing
Team
Resolutions (30d)
128.4K
Containment
61%
CSAT
4.1
MRR
$42.0K
Health at risk. Containment 12 pts below plan benchmark — schedule a review.
Account
Customers
Onboarding Pipeline
Implementation tracker — customers moving toward go-live.
Kickoff2
Atlas Foods
Scale · retail
Day 2
Cobalt SaaS
Growth · software
Day 1
Integration1
Aerial Bank
Enterprise · fintech
CRM connect
Knowledge2
Pine & Co
Scale · e-commerce
Indexing
Verde Energy
Enterprise · utilities
Sources 4/6
Testing1
Halton Logistics
Scale · logistics
Eval 88%
Go-live1
Lumen Health
Scale · healthcare
Live today
Agents
Agent Fleet
412 agents deployed across all customer organizations.
| Agent | Customer | Channels | Containment | Version | Status | |
|---|---|---|---|---|---|---|
🤖Retail Support EU | Northwind Retail | Chat · Voice | 64% | v12 | Live | |
📦Order Assistant | Northwind Retail | 58% | v6 | Live | ||
🏥Patient Triage | Lumen Health | Chat · Voice | 79% | v9 | Live | |
🏦Card Support | Aerial Bank | Chat | 68% | v3 | Staging | |
✈️Trip Concierge | Meridian Travel | Chat · WhatsApp | 81% | v15 | Live | |
🛒Returns Concierge | Northwind Retail | 71% | v2 | Paused |
🤖
Retail Support EU
Livev12 Northwind Retail Retail Support blueprint
Overview
Channels
Performance
Versions
Containment
64%
Avg handle time
1m 12s
CSAT
4.3
Escalation rate
36%
Agent configuration · 12-layer
Guardrails
PII redactionOn
Hallucination blockOn
Brand toneOn
Profanity filterOff
Agents
Blueprints
Reusable agent recipes — a starting config across the 12 layers that customers inherit.
🤖Published
Retail Support
Order tracking, returns, refunds and product Q&A.
Deployed to 42 agents
🏥Published
Patient Triage
Symptom intake, appointment booking, escalation rules.
Deployed to 18 agents
🏦Published
Banking Support
Card services, transactions, fraud handoff, KYC-safe.
Deployed to 11 agents
✈️Published
Travel Concierge
Itinerary changes, bookings, disruption handling.
Deployed to 23 agents
📧Draft
Outbound Renewals
Proactive subscription-renewal outreach agent.
Deployed to 0 agents
📊Archived
Survey Collector
Post-interaction CSAT and feedback collection.
Deployed to 3 agents
🤖
Retail Support
Publishedv8 Retail 42 agents use this
The starting configuration every agent built from this blueprint inherits — across the 12 agent layers. See AGENT-MODEL.md.
Persona & instructions
You are a helpful, on-brand support agent. Resolve customer issues end-to-end where possible. Confirm identifiers before taking action. Never promise outcomes you cannot verify. Escalate to a human when the customer is distressed or the request is outside policy.
Default tone: ProfessionalAnswer length: Standard
Starting operating procedures
| Procedure | Trigger | Steps |
|---|---|---|
| Order status | "where is my order" | Verify order ID · fetch status · reply with ETA |
| Process return | "return / refund" | Check window · confirm items · create RMA |
| Update details | "change address" | Authenticate · update record · confirm |
Expected knowledge
Help centerReturns policyProduct catalogShipping FAQ
Knowledge types a customer should connect for this blueprint.
Default tools
order_lookupstart_returnissue_refundupdate_addresstrack_shipment
Default guardrails
PII redactionMandatory
Hallucination blockMandatory
Brand toneOptional
Escalation defaults
Request outside policy limit → human
Complaint or legal language → human
Agent confidence below 60% → human
Suggested channels
Web ChatVoiceWhatsApp
Default model profile
The profile new agents start on. Customers can change it.
Agents
Channels
Channel integrations agents can be deployed to.
Web Chat
Embeddable widget
Operational812K/mo
Voice
SIP / telephony
Operational498K/mo
WhatsApp
Meta Cloud API
Operational203K/mo
Email
Inbound / outbound
Degraded331K/mo
Slack
Events API
Operational44K/mo
Instagram DM
Not connected
Available
Intelligence
Conversation Explorer
Every agent conversation, traced and searchable across the platform.
Conversations (24h)
61,420
Resolved
73.4%
Escalated
21.8%
Avg quality
86
| Conversation | Agent | Channel | Outcome | Quality | When |
|---|---|---|---|---|---|
| cv_8f21a4 | Retail Support EU | Chat | Resolved | 92 | 2m ago |
| cv_8f20e9 | Order Assistant | Escalated | 61 | 6m ago | |
| cv_8f1f3c | Patient Triage | Voice | Resolved | 88 | 9m ago |
| cv_8f1d70 | Trip Concierge | Chat | Abandoned | 44 | 14m ago |
| cv_8f1a02 | Card Support | Chat | Resolved | 79 | 22m ago |
cv_8f21a4
ResolvedRetail Support EUNorthwind RetailWeb ChatMay 23, 14:02
Transcript
Hi, I ordered a jacket last week (order #NR-44120) but it hasn't shipped yet.
Thanks for reaching out! Let me check order #NR-44120 for you.
Your order is packed and ships today via DHL — estimated delivery May 26. Tracking will be emailed once it leaves the warehouse.
Great, can you also change the delivery address?
I've updated the address to your profile's new default. You'll get a confirmation email shortly. Anything else?
No that's all, thanks!
Agent trace
Intent detected
order_status · confidence 0.96
Knowledge retrieval
3 chunks · shipping-policy
Tool call · order_lookup
NR-44120 → success
Guardrails passed
PII · hallucination · brand-tone
Tool call · update_address
success
Metadata
Intelligence
Evaluations
Test agents against golden datasets before and after deploy.
Suites
34
Avg pass rate
91.2%
Regressions (7d)
2
Evaluation suites
| Suite | Agent | Type | Cases | Pass rate | Last run | Status |
|---|---|---|---|---|---|---|
| Retail Support — core | Retail Support EU | Golden set | 240 | 94% | 2h ago | Passing |
| Retail Concierge v8 — regression | Returns Concierge | Golden set | 180 | 86% | 4h ago | Regression |
| Patient Triage — safety | Patient Triage | Golden set | 320 | 97% | 1d ago | Passing |
| Banking Support — live monitor | Card Support | Online | live | 90% | Continuous | Watch |
Retail Support — core
PassingLast run 2h ago · 240 test cases
Pass rate
94%
Accuracy
95%
Tool selection
92%
Helpfulness
4.5
Test cases
Showing failed + sampled| Case | Expected | Score | Result |
|---|---|---|---|
| Refund eligibility — 45 days | Decline politely, cite policy | 42 | Fail |
| Order status — valid ID | Return tracking + ETA | 98 | Pass |
| Address change mid-shipment | Update, confirm by email | 91 | Pass |
| Out-of-scope — legal advice | Decline, offer human handoff | 88 | Pass |
Intelligence
Guardrails
Runtime safety policies enforced on every agent response.
Active policies
12
Interventions (24h)
1,840
Block rate
0.9%
Avg latency
180ms
Policy library
| Policy | Type | Mode | Scope | Interventions (24h) | Status | |
|---|---|---|---|---|---|---|
PII redaction | Data protection | Block | Mandatory | 912 | Enforced | |
Hallucination block | Grounding | Block | Mandatory | 418 | Enforced | |
Prompt injection defense | Security | Block | Mandatory | 271 | Enforced | |
Brand tone | Quality | Rewrite | Optional | 203 | Enforced | |
Topic boundary — no legal advice | Scope | Monitor | Optional | 36 | Monitor only |
Recent interventions
| Conversation | Policy | Action | Agent | When |
|---|---|---|---|---|
| cv_8f21b9 | PII redaction | Blocked | Order Assistant | 3m ago |
| cv_8f219c | Hallucination block | Blocked | Retail Support EU | 8m ago |
| cv_8f2184 | Brand tone | Rewritten | Trip Concierge | 12m ago |
Intelligence
Knowledge Sources
Context repositories agents retrieve from, indexed and versioned.
Sources
86
Documents indexed
214K
Retrieval hit rate
88%
Sync errors
3
| Source | Customer | Type | Documents | Last sync | Status | |
|---|---|---|---|---|---|---|
Help Center — Northwind | Northwind Retail | Website | 4,210 | 12m ago | Synced | |
Policy docs — shipping & returns | Northwind Retail | Files | 320 | 1h ago | Synced | |
Product catalog API | Meridian Travel | API | live | Streaming | Live | |
Clinical guidelines | Lumen Health | Files | 1,180 | 2h ago | Syncing | |
FAQ — Aerial Bank | Aerial Bank | Website | — | Failed | Error |
Intelligence
Models
The model catalog and routing policy. Customers pick a profile — the platform routes the model.
Model spend (30d)
$184K
Tokens processed
42.8B
Avg cost / resolution
$0.10
Avg latency
1.3s
Task routing
Each task in a conversation is routed to the best-fit model.
Intent detectionclaude-haiku
Response generationclaude-sonnet
Tool selectionclaude-sonnet
Summarizationclaude-haiku
Performance profiles
What the customer chooses in Studio. Fallback: gpt-4o.
Fast
Lowest latency · haiku-biased
BalancedDefault
Sonnet + haiku per task
Most-capable
Sonnet for every task
Model catalog
| Model | Provider | Latency | Cost / 1k | Usage (30d) | Task tags | Status |
|---|---|---|---|---|---|---|
| claude-sonnet | Anthropic | 1.2s | $0.0030 | 29.1B | Reasoning Tone | Active |
| claude-haiku | Anthropic | 0.4s | $0.0008 | 10.3B | Fast path Triage | Active |
| gpt-4o | OpenAI | 1.5s | $0.0025 | 3.4B | Fallback | Active |
| gemini-2.0-flash | 0.5s | $0.0007 | — | Fast path | Evaluating |
Operations
QA Review
Conversation quality scoring — auto-scored, human-verified.
In queue
128
Reviewed today
312
Avg quality
86
Auto/human agreement
94%
Review queue
| Conversation | Agent | Auto score | Flag | Status | |
|---|---|---|---|---|---|
| cv_8f1d70 | Trip Concierge | 44 | Abandoned | Pending | |
| cv_8f20e9 | Order Assistant | 61 | Low CSAT | Pending | |
| cv_8f1a02 | Card Support | 79 | Sampled | Verified | |
| cv_8f1f3c | Patient Triage | 88 | Sampled | Verified |
Operations
Escalation Desk
Conversations the agent handed off to a human.
In queue
9
Avg wait
2m 40s
Resolved today
214
Escalation rate
21.8%
Live queue
| Conversation | Customer | Reason | Waiting | Priority | |
|---|---|---|---|---|---|
| cv_8f21c4 | Aerial Bank | Fraud claim — needs human | 6m 12s | Critical | |
| cv_8f21b8 | Northwind Retail | Refund over policy limit | 3m 04s | High | |
| cv_8f21a1 | Meridian Travel | Customer requested human | 1m 22s | Normal | |
| cv_8f219f | Lumen Health | Low agent confidence | 0m 48s | Normal |
Operations
Incidents
Platform incident tracking and status history.
1 active incident. Email channel degraded — investigating elevated latency.
Incident log
| Incident | Severity | Affected | Status | Started |
|---|---|---|---|---|
| Email channel — elevated latency | SEV-2 | Email channel · 12 customers | Investigating | 14:10 today |
| Azure OpenAI — intermittent timeouts | SEV-3 | Fallback model | Identified | 11:32 today |
| Knowledge sync queue backlog | SEV-4 | Indexing pipeline | Resolved | Yesterday |
| Voice channel — partial outage EU | SEV-1 | Voice · EU region | Resolved | May 19 |
Operations
Support
Customer support requests handled by the platform team.
Open tickets
31
Breaching SLA
2
Avg first response
42m
CSAT
4.6
| Ticket | Subject | Customer | Priority | Status | Owner |
|---|---|---|---|---|---|
| #2841 | Knowledge source won't sync | Aerial Bank | High | In Progress | Maya O. |
| #2838 | Request additional voice minutes | Northwind Retail | Normal | Open | — |
| #2829 | SSO configuration help | Meridian Travel | Normal | Resolved | Jon P. |
Revenue
Billing & Metering
Outcome-based metering — customers billed per resolution.
Billable resolutions
1.62M
Voice minutes
498K
Projected revenue
$1.62M
Gross margin
79%
Customer metering
Current cycle · usage vs included| Customer | Plan | Resolutions used | Usage | Overage | Cycle total |
|---|---|---|---|---|---|
| Northwind Retail | Enterprise | 128.4K / 150K | — | $42,000 | |
| Aerial Bank | Enterprise | 96.2K / 90K | +6.2K | $33,480 | |
| Meridian Travel | Scale | 61.0K / 80K | — | $22,600 | |
| Lumen Health | Scale | 44.8K / 80K | — | $18,400 |
Revenue
Invoices
All issued invoices across customers.
| Invoice | Customer | Period | Amount | Status | Due | |
|---|---|---|---|---|---|---|
| HLM-4821 | Northwind Retail | May 2026 | $42,000 | Pending | Jun 5 | |
| HLM-4818 | Aerial Bank | May 2026 | $33,480 | Pending | Jun 5 | |
| HLM-4760 | Meridian Travel | Apr 2026 | $21,900 | Paid | May 5 | |
| HLM-4744 | Vance Commerce | Apr 2026 | $6,800 | Overdue | May 5 |
Revenue
Plans & Pricing
Plan tiers and the outcome-based pricing model.
Growth
38 customers$2,500/ mo base
20K resolutions included
Chat + email channels
2 agents
Voice add-on
$0.18 / overage resolution
Scale
94 customers$9,000/ mo base
80K resolutions included
All channels incl. voice
10 agents · evals · guardrails
QA review queue
$0.14 / overage resolution
Enterprise
36 customersCustom
Volume resolution pricing
Unlimited agents
SSO · audit · dedicated region
Named CSM + SLA
Negotiated rate card
Pricing model
Outcome-based — customers pay for resolved conversations, not seats.
Billable event
Resolved conversation
Voice surcharge
$0.04 / minute
Escalated conversations
Not billed
Platform
Marketplace
Curated blueprints and integrations customers can install.
Blueprint templates
Integrations
🤖Verified
Retail Support Starter
Pre-built returns, orders and product Q&A flows.
428 installsFree
🏦Verified
Banking KYC-Safe
Compliant card-support flows with fraud handoff.
112 installs$890/mo
✈️Verified
Travel Disruption Kit
Rebooking, refunds and itinerary change handling.
203 installs$490/mo
Platform
Team & Roles
Platform staff and access roles.
Members
| Member | Role | Last active | ||
|---|---|---|---|---|
OK Operator (you) | ops@helm.ai | Platform Admin | Now | |
MO Maya Olsen | maya@helm.ai | Support Lead | 12m ago | |
DR Dana Reed | dana@helm.ai | Customer Success | 1h ago | |
JP Jon Park | jon@helm.ai | AI Quality | 3h ago |
Roles
| Role | Members | Access scope |
|---|---|---|
| Platform Admin | 1 | Full access — all customers, billing, settings |
| Customer Success | 4 | Customers, onboarding, support — no billing edit |
| AI Quality | 3 | Conversations, evals, guardrails, QA review |
| Support Lead | 2 | Support, escalations, incidents |
Platform
Audit Log
Immutable record of platform actions.
| Event | Actor | Target | When |
|---|---|---|---|
| Deploy | Tom Becker | Retail Support EU → v12 to production | 14:21 |
| Config | Jon Park | Brand-tone guardrail set to Rewrite | 13:50 |
| Access | Operator | Invited maya@helm.ai as Support Lead | 11:32 |
| Billing | Dana Reed | Northwind Retail plan changed to Enterprise | Yesterday |
| Deploy | System | Lumen Health — production cutover | Yesterday |
Platform
Settings
Platform configuration.
General
Security
API & Webhooks
Billing
Platform