Eight questions. Where does your service break?

A two-minute honest assessment across the four modes of service. No spam, no sales trap. Get a scored readiness view and a recommended starting point.

Question 1 of 8

How much of your customer service volume is currently handled by AI (voice or chat), on your side of the conversation?

Context question, helps us frame the rest of your results.

None. All human.Some deflection or chatbot triage, humans handle most conversations.AI handles a meaningful share end-to-end, with escalation to humans.AI is our primary channel; humans handle exceptions.

Question 2 of 8 · Mode 1

How designed is your human ↔ human channel, the moments when a customer wants a person and you give them a person?

We route to whoever's free. Quality varies.We have a script and a QA framework. Coaching is reactive.Human moments are designed, coached against outcome, and continuously improved.Human is a curated, differentiating experience, with named specialists and inheritance across channels.

Question 3 of 8 · Mode 2

When a human customer reaches your brand AI (voice or chat), how well does that AI declare what it is, what it can do, and what it can't?

It doesn't. It pretends to be a person or evades the question.It identifies as an AI when asked, but its scope isn't clearly stated.It declares itself, states its scope, and hands off when out of scope.It declares itself in a machine-readable way and confirms the customer understood before proceeding.

Question 4 of 8 · Mode 2

When your brand AI can't resolve something, what happens next?

It loops. Or the customer has to start over with a human.It hands off to a human queue, but context is partial.It hands off to a named human pathway with full context and a stated SLA.It hands off to a designed human pathway with SLA, breach chase, and a backup associate on standby.

Question 5 of 8 · Mode 3

A customer's own AI agent calls or messages your team on their behalf. How does your operation respond?

It doesn't know. The AI passes verification and the human agent thinks it's the customer.Some agents suspect it, but there's no protocol. Handling is ad-hoc.There's a written protocol and training for when a customer AI reaches us.Our surface is instrumented to detect agentic input and route it to an AI-aware pathway.

Question 6 of 8 · Mode 3

How would you verify identity and authority when the caller is a customer's AI acting on their behalf?

We wouldn't. Standard verification would treat it as the customer.We'd escalate to a human, but with no formal check on the AI's authority.We have a defined delegation check, signed authority, scope, and beneficiary.We verify delegation cryptographically and record scope, beneficiary, and any triadic authority.

Question 7 of 8 · Mode 4

Does your brand expose a machine-readable declaration, scope, authority, data-sharing, fallback, for incoming AI agents?

No. Our AI-facing surface is our public website and phone number.We've drafted a policy internally, but nothing is published or programmatically discoverable.We publish a declaration (well-known endpoint, structured data) that incoming AI agents can act on.We publish a Service Handshake declaration and test it against real agent-to-agent traffic.

Question 8 of 8 · Mode 4

When an incoming AI agent's declaration doesn't align with your policy, what happens?

The interaction stalls, loops, or the agent gets a generic refusal.It falls out of the AI channel to a general human queue with no context.The impasse is recognised and routed to a designed human pathway with full context.The impasse is recognised, routed with context, and both agents cooperate on the fallback SLA.

Dual CX by Neos Wave

The framework, the open standard, and the network for service in the age of customer-side AI.

Project

Neos Wave
Service Handshake · GitHub
Zenodo record

Network

Maria McCann · LinkedIn
Martin Hill-Wilson · LinkedIn
Brainfood Consulting

Contact

Get in touch
hello@dualcx.com

Cite as: “Dual CX. CC BY 4.0.” How to credit us

Talk to Dex

Dex

Dual CX agent

Tap the mic to talk

Tap the mic to talk. Ask about Dual CX, the four modes, the audit, or the Service Handshake.

Dex is an AI assistant. Conversations may be reviewed to improve the service.

Talk to Dex

Dex

Dual CX agent

Tap the mic to talk

Tap the mic to talk. Ask about Dual CX, the four modes, the audit, or the Service Handshake.

Dex is an AI assistant. Conversations may be reviewed to improve the service.