Discovery Call Invite Email
From: Shivani (Implementation Manager) To: Prasanna CC: Amit, Atharva, Nancy, Nishka, Shubham Subject: AI Support Copilot -- Discovery Call | Today 3:00 PM
Hi Prasanna,
Thank you for the brief on the AI Support Copilot pilot and the starter dataset. We have reviewed both and have a clear starting picture.
We would like to schedule a Discovery call to align on a few areas before we begin Sprint 0 work. The goal is to walk away with enough clarity to draft the engagement charter and architecture sketch this week.
Proposed time: Today, 3:00 PM IST Duration: 60 minutes Format: Video call Attendees: Full POD team (Amit, Atharva, Nancy, Nishka, Shubham, Shivani) + Prasanna
We would like to cover the following:
- Current support workflow -- how tickets are handled today and where the pain is
- Platform and integrations -- Freshdesk access, knowledge source setup, escalation channel for the pilot
- Success criteria -- what the pilot needs to demonstrate for a go-live decision
- Deployment and UX -- how agents will interact with the copilot
- Infrastructure preferences -- cloud, LLM provider, and any technical constraints
- Data and privacy -- data classification, PII handling, retention
- Cost, timeline, and observability -- budget, latency, monitoring expectations
If there is anything you would like us to prepare or review before the call, please let us know.
Looking forward to the discussion.
Best regards, Shivani Implementation Manager | Gyde POD
Notes for Shivani
- Amit will lead the technical questions (sections 1-5, 7)
- Shubham should cover data/privacy and governance (section 6)
- You own the success criteria discussion and timeline/cost alignment
- Take notes during the call -- we will update the Discovery Questions doc with answers immediately after
- If Prasanna can't do 3 PM, suggest 4 PM as fallback
- Keep the call to 60 minutes. If we don't cover sections 6-7, schedule a 30-minute follow-up for tomorrow