Creovai Conversation Intelligence - Express Delivery

Introduction:

Creovai provides customers with a structured onboarding plan to ensure seamless implementation, effective adoption, and accelerated value realization.

This Statement of Work (SOW) defines the Conversation Intelligence Express Delivery project’s scope, deliverables, responsibilities, and terms.

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Express Delivery Project Scope

The following deliverables are included in this project.

  • Creovai platform  
    • Commissioning & configuration  
    • Deployment of out-of-the-box insights  
      • Custom insights can be created by the Builder or provided via Premium Services
    • Premium features enabled (as identified in the Subscription Order Form)
    • English transcription enabled  
      • Transcription for additional languages can be enabled via a separate SOW
  • Production Ready Integration(s)
    • The customer will follow the Creovai installation guide
    • Custom Group configuration  
  • Program Kickoff and Scoping  
    • Team introductions and program overview
    • Review key objectives, assign roles, and define next steps
  • Customer information collection (as needed)
  • Business Team Adoption  
    • Platform invites & access
    • Training & Certification  
    • Access to support directory and knowledge articles
  • Scheduled Onboarding Program Success Check-Ins
    • Validate business impact
    • Optimize based on feedback
    • Best practices & new features

Integrations

Creovai will include Production-Ready and Creovai SFTP integrations as outlined in the Subscription Order Form.

  • Initial Custom Group data must originate from primary integration source systems.
  • Additional third-party or customer-hosted SFTP integrations for data import or export require a separate SOW.  
  • Includes SSO configuration for OKTA, One Login, Azure AD.

Training

A single set of training courses will be provided for all Customer groups. Additional sets of training courses or training after onboarding completion can be added as part of Premium Services. Training includes:

  • Virtual training via the Creovai LMS
  • Hands-on virtual training sessions
  • Access to training materials on the Creovai support site
  • Builder certification as identified in the Subscription Order Form
    • Additional Builder Certifications can be obtained via a separate SOW.

Premium Services  

Premium Services as identified in the Subscription Order Form. See the list of service options here.

  • Premium services are required for Custom QA score(s), additional group training, Custom Group/Field configuration, and AI customization.  
    • Custom QA scores are completed after user & builder training.

Responsibilities

Delivery Team Responsibilities

  1. Engages with the customer throughout the project, providing updates on timelines and progress toward completion.
  2. Completes all tasks and deliverables listed under the Express Delivery project scope.
  3. Shares training resources and technical documentation for each deliverable, provided through live online meetings, digital materials, LMS, or support directory.
  4. Offers guidance and support required to ensure Customer can fulfill responsibilities for each deliverable.
  5. Ensure timely availability of credentials and permissions to enable integration and onboarding.

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Customer Responsibilities

  1. Actively participates throughout the project, following a cadence established with the Delivery Team during the kickoff call
  2. As needed, provides resources to fill all required roles for successful implementation, which may include project sponsorship, stakeholder management, project coordination, business lead, technical lead, data validation.
  3. Ensures timely completion of training, certification, and delivery of information to provide initial configuration of insights.
  4. Ensures timely availability of credentials and permissions for integration platform access.
    1. When using the Creovai SFTP integration method, the customer is responsible for exporting unencrypted files and securely delivering them to Creovai, including interaction metadata and audio files, in accordance with Creovai's file transfer specifications.

Assumptions & Dependencies

  • Initial deployment of the pre-built insights will be in English language only.
  • The customer has selected calls for processing and defined a filtering process.
  • Metadata required to support business team hierarchy goals and language detection will be made available and indexed to interactions.
  • Creovai will not have access to any customer or customer-partner cloud-hosted or on-premise applications or systems. The customer agrees to complete all responsibilities in a timely manner and support troubleshooting and resolution of unforeseen issues related to customer systems or third-party providers.

Project Duration & Application of Service & Hours

  • This Statement of Work is pursuant to the Service Delivery terms contracted in the Subscription Order Form and listed in Fees.
  • All meetings will be conducted virtually, and all services are to be delivered and completed remotely.
  • Onboarding will commence upon the completion of the Subscription Agreement. The onboarding process, which includes training, certification, and the achievement of initial business success metrics, will be completed with mutual agreement of the Customer and Delivery Teams or within 90 days from the date customer interactions become available on the Creovai platform.
  • Extensions may be requested through the Change Management Process.

Change Management

The Change Management Process outlined below governs any requested changes:

  • Customers may submit a change request via email to the Account Management or Service Delivery teams.
  • The request will be reviewed by the Delivery team, who will provide an approval or disapproval, along with additional questions and any estimated changes to scope, service hours, or schedule.
  • If additional hours are required to support the change and the request is approved, the Customer may purchase them.
  • The Customer has five (5) business days to decide whether to proceed with the updated schedule, scope, and hours or to decline the change.

Appendix

Express Delivery Glossary of Terms

  • Custom Groups – Metadata used for searching, reporting building, and dashboarding
  • Data validation - Metadata for custom groups, training sets for custom insights.
  • Filtering criteria – Determination of which interactions will be processed into the Creovai platform
  • Out-of-the Box insights – 1200+ pre-built insight categories. Vertical-specific insight libraries
  • Production Ready integration – Prebuilt Integrations requiring minimal effort for the customer to enable.
  • Roles
    • User
      • Receiver of Creovai insights to then coach/take action
      • Can use Creovai to run custom queries
      • Tailor reports and dashboards to optimize team outcomes
    • Builder  
      • Add/Manage custom insight categories
    • Admin  
      • Manage system settings, add/manage Creovai users
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