Find out why your AI workflow isn’t working.
When answers are inconsistent or every response needs extensive checking, your team needs a clear view of what is going wrong and what to change first.
Lexora Labs helps customer support and knowledge teams improve the content, handoffs, and human review behind AI-assisted work.
Start with an AI Support Workflow Review
A focused review of one workflow, such as drafting support replies, finding internal guidance, or answering questions from a knowledge base. We examine the source material, a sample of outputs, and the steps people follow to understand where reliability breaks down.
Best for: support, customer experience, and knowledge leaders who already have an AI pilot or workflow in use and need a practical improvement plan.
What we review
- One agreed workflow and the decisions it supports.
- A bounded sample of source content and AI outputs.
- Up to three stakeholder interviews to understand checking, rework, and escalation.
- Content ownership, conflicting guidance, and gaps in review responsibilities.
What you receive
- Findings with examples: where the workflow breaks down and what the evidence shows.
- A prioritized action plan: recommended fixes to knowledge, handoffs, and review practices.
- One proposed workflow: clearer roles, verification steps, and escalation points.
- A measurement plan: how to establish a baseline and test changes in answer quality, review time, and rework.
Timing and scope: typically planned as a two-week engagement once access and interviews are arranged. We agree the sample size, deliverables, schedule, and fixed fee before work begins. Implementation and broader technical evaluation are scoped separately.
Discuss an AI Support Workflow Review
Help putting the findings into practice
Knowledge & workflow design
For teams whose information is scattered, contradictory, or hard to maintain. We can help define a knowledge structure, content standards, ownership rules, and review cycles, then design how that information moves through the chosen workflow. The scope may include a content audit, taxonomy, or maintenance plan.
Team training & adoption
For teams that need consistent ways to use and check AI. We develop workshops and practical guidance around real tasks, including verification checklists, escalation criteria, and worked examples your staff can use.
AI readiness & prioritization
For leaders who are still deciding where to start. We assess candidate use cases against the work, available knowledge, risks, and measures of success, then recommend a focused next step.
Research informed. Grounded in everyday work.
You work directly with Charles Costa, MLIS, a content strategist and researcher with experience in customer service technology, complex content systems, and cross-functional programs at eBay. His graduate training in information science informs how Lexora evaluates the knowledge AI relies on.
Charles co-authored peer-reviewed research on generative AI and customer service, published in Information Research. Learn more about Charles and Lexora Labs.
Bring us the workflow that’s causing friction.
Tell us what your team is trying to do, where the process breaks down, and what you need to improve. We’ll use an initial conversation to assess fit and recommend a scope.