Five stacked layers: sources feed ingest, ingest feeds retrieval, retrieval feeds the agent runtime, and the runtime writes back to the systems your people already use.
THROUGHPUT 340M EVENTS/DAYSTATIC CLAIMStatic claims, not live instrumentation: throughput 340 million events per day; median time to value 11 weeks; agents in production 1,180.
SCROLL
OPERATING READOUT
WHAT THE MACHINE MOVES.
01 / THROUGHPUT
340M
Events processed daily.
02 / RELIABILITY
99.98%
Pipeline uptime, trailing 12 months.
03 / SCALE
1,180
Agents in production, not in pilot.
04 / SPEED
11wk
Median time to a first production workflow.
AGGREGATE OF CONNEXT DEPLOYMENTS · 2025
CX-WEB-001 · REV 4
INTEGRATION SURFACE
IT PLUGS INTO WHAT YOU ALREADY RUN.
Systems18
Sectors06
Rails02 · COUNTER-RUN
ReferenceCX-RAIL-02
Connext connects to SAP, Snowflake, Databricks, Salesforce, ServiceNow, Workday, NetSuite, Microsoft 365, SharePoint, Postgres, Kafka, S3, Okta, Azure OpenAI, Bedrock, Vertex AI, Jira and Twilio, and runs in financial services, insurance, manufacturing, logistics, healthcare payers and the public sector.
The model was never the hard part. The hard part is an answer becoming an action inside a system that already exists, owned by someone, audited by someone else.
Chart description: a pilot curve flattens after the first demo gains, while a production line steps up as grounding, evaluation, ownership and cost control are added.
FIG. 01 — PLATEAU VS PRODUCTION STEP
01
FAULT 01
No ground truth
Nobody agreed what a correct answer looked like before the build, so nobody can say whether it got better.
02
FAULT 02
Ungoverned output
No policy sat between the model and the system of record, so legal stopped it a week before launch.
03
FAULT 03
No owner after launch
The build team moved on and nothing was instrumented, so failures arrived as complaints.
04
FAULT 04
Cost drift
Token spend grew faster than the value it produced, and nobody held a ceiling.
Operating principles
THREE RULES WE DO NOT BEND.
They decide what we take on, and they are why the work survives its first incident.
NON-NEGOTIABLE · REV 4
ASSEMBLY · CX-P01 – CX-P033 PARTS · 1 HAIRLINE
01
CX-P01
Systems, not demos
We ship into your stack, behind your auth, against your data. If it cannot run there, we say so in week one and stop.
RULE 01 / 03
02
CX-P02
Grounded or nothing
Every answer carries its sources and every action carries its trace. If a claim cannot be attributed to a document, a record or a tool call, the system returns nothing.
RULE 02 / 03
03
CX-P03
Your perimeter, your rules
Your data stays inside your boundary and you choose the model. Residency, retention and redaction are configuration, not a support ticket.
RULE 03 / 03
THE PIPELINE
FIVE STATIONS FROM SOURCE TO SYSTEM OF RECORD.
Every build runs the same five stations. Buy one or all of them; the interfaces between them do not change when you add the next.
CX-PL · 05 STATIONS · ONE CONVEYOR
Five stations in order: ingest, ground, reason, act, govern. Each lists three specifications and connects to the next along one conveyor line.
STATION 01
CX-PL-01
Ingest
Diagram: seven source systems run into one vertical collector bus, which feeds a normalisation block in batch, change-data-capture or event mode, and leaves as a single record stream.
Connect the sources you already own and keep them current. Batch for history, change data capture for records, event streams for anything that moves hourly.
Connectors40+
Modesbatch · CDC · event
Formats90+
STATION 02
CX-PL-02
Ground
Diagram: a source document is split along a fan into five chunks, each embedded into a vector and keyword index shown as a lattice, and queried once across both a BM25 lane and a vector lane.
Chunk, embed and index your content so an answer traces back to the line it came from. Hybrid retrieval keeps keyword precision and adds semantic recall in one query.
Chunkingpolicy-driven
Indexhybrid BM25 + vector
Freshness< 5 min
STATION 03
CX-PL-03
Reason
Diagram: a task branches through six bounded depth columns of square nodes, converging on one answer node; a dashed lane leaves the tree below the confidence floor and runs straight to a deterministic terminal.
Agents plan against your tools, not the open web. Depth is bounded, every step is logged, and a deterministic path takes over below your confidence threshold.
Runtimetool-calling agents
Planningbounded depth 6
Fallbackdeterministic path
STATION 04
CX-PL-04
Act
Diagram: a gantry beam carries a carriage and arm over five write slots; the arm passes through an approval gate before it seats a record into the third slot, and a dashed lane returns to the first slot for rollback.
Writing back is where pilots stop and systems start. Every write is idempotent, reversible one action at a time, and gated by the approval your process already requires.
Writesidempotent
Approvalhuman-in-the-loop
Rollbackper action
STATION 05
CX-PL-05
Govern
Diagram: a log table of records with several fields redacted, one row framed as audited; alongside, a stepped spend line climbing release by release toward a dashed per-team ceiling it never crosses.
Prompts, tool calls, retrieved sources and spend are logged per team. Every release is graded against a fixed suite before it reaches production.
Auditprompt + tool log
Evalsper-release suite
Budgetper-team ceilings
STATION 01/ 05
WHAT WE BUILD
FIVE THINGS YOU CAN BUY.
Each ships as working software in your environment, with a spec an engineer can evaluate before anyone books a call.
5 LINE ITEMS · CX-S01 – CX-S05
OPEN A ROW FOR ITS SPECONE SHEET AT A TIME
CX-S01 · SPECIFICATION
An agent gets one job, a fixed set of tools and a hard limit on what it may do without a human. It works tickets, quotes and claims end to end, then hands off at the edge of its mandate.
InputsTickets, email, records, tool APIs.
Latency budget2-6 s interactive, minutes for batch.
DeploymentYour VPC or ours.
Typical payback4-7 months.
FIG. S01 — AGENT LOOP
CX-S02 · SPECIFICATION
One index over the content your teams argue about: policies, contracts, manuals, tickets and the records behind them. Permissions are enforced at query time rather than filtered afterwards.
InputsSharePoint, Confluence, S3, ticketing.
Latency budget< 800 ms retrieval, < 3 s answer.
DeploymentVPC, on-prem or air-gapped.
Typical payback3-6 months.
FIG. S02 — HYBRID INDEX
CX-S03 · SPECIFICATION
The processes that take days, cross three systems and currently live in a spreadsheet. Steps are durable, retries automatic, approvals stay with the people who own them, and any run can be replayed.
InputsERP, CRM, ITSM, email, file drops.
Latency budgetSeconds to days, per step.
DeploymentYour VPC, hybrid connectors.
Typical payback5-9 months.
FIG. S03 — DURABLE RUN
CX-S04 · SPECIFICATION
Ranked recommendations with a stated confidence and the evidence behind each one. You set the thresholds for auto-approve, review and reject, and move them without waiting for a release.
InputsWarehouse tables, events, model output.
Latency budget< 500 ms scoring, nightly backfill.
DeploymentSnowflake, Databricks, BigQuery.
Typical payback6-12 months.
FIG. S04 — THRESHOLD LADDER
CX-S05 · SPECIFICATION
One control plane for every model your company uses, hosted or open weight. Route by task and cost, grade each release against a fixed suite, and give finance a per-team ceiling that holds.
EVERY SHEET STATES FOUR FIXED SPECSINPUTS · LATENCY · DEPLOYMENT · PAYBACK
HOW DELIVERY RUNS
SIGNATURE TO PRODUCTION IN 90 DAYS.
Every stage ends with something you own, whether or not we continue to the next one.
SCHEDULE · CX-S01 – CX-S04
Delivery runs as four stages over thirteen weeks. Weeks 0 to 2, discovery, ending with three systems mapped. Weeks 2 to 5, grounding, ending with one index live. Weeks 5 to 10, build, ending with one workflow in staging. Weeks 10 to 13, run, ending with a 99.9 percent SLA in force.
WEEK 0–201STAGE 01 / 04
Discovery
CX-S01
We sit with the team doing the work, not the team describing it.
Three candidate processes scored on volume, error cost and data readiness.
A written go or no-go, including the case for not building.
3SYSTEMS MAPPED
YOU OWN AT THIS STAGE
The scored shortlist and the system map, whether or not we continue.
WEEK 2–502STAGE 02 / 04
Grounding
CX-S02
Connectors built to the two or three systems the workflow actually touches.
An index over your content, permission-filtered at query time.
An evaluation set written from real cases, with a target agreed in advance.
1INDEX LIVE
YOU OWN AT THIS STAGE
A live index inside your perimeter and the eval set that grades it.
WEEK 5–1003STAGE 03 / 04
Build
CX-S03
The workflow built end to end, with approvals where your process needs them.
Tool writes behind idempotency keys and a per-action rollback.
A weekly demo against the eval set, not against a slide.
1WORKFLOW IN STAGING
YOU OWN AT THIS STAGE
Source code, infrastructure as code and a staging deployment in your account.
WEEK 10–1304STAGE 04 / 04
Run
CX-S04
Production cutover with a named owner on your side and on ours.
Dashboards for cost, latency, deflection and failure modes.
Handover of the runbook, the on-call path and a change process for prompts and policy.
99.9%SLA IN FORCE
YOU OWN AT THIS STAGE
A production system under SLA, with the runbook and the keys.
ONE TEAM, START TO FINISH
One team from week 0 to week 13. The engineers who scope it are the engineers who ship it.
WHERE IT RUNS
SIX SECTORS, ONE MACHINE.
The stations do not change from sector to sector. The vocabulary, the records and the regulator do.
Casework and citizen correspondence handled inside an air-gapped boundary with a full audit trail.
CASE BACKLOG−37%queue
ALL PLATES 16:10 · MIN 1600 × 1000
CX-WEB-001 · REV 4
REFERENCE ARCHITECTURE
IT RUNS INSIDE YOUR BOUNDARY.
Connext installs as a control plane inside your network. Your sources stay where they are, model calls leave only as the payload you approved, and every retrieval, tool call and write is logged on your side of the line.
Reference deployment diagram, read left to right. Outside your perimeter sit two things only: your data sources — document stores, databases, ticketing and event streams, reached by read-only connectors — and your model providers, whether a hosted API, a private cloud endpoint or open weights you host yourself. Inside your perimeter, five components run in dependency order. The Connext control plane owns connectors, scheduling and normalisation. The retrieval layer holds the hybrid index and its permission filter. The agent runtime plans, calls tools and falls back to a deterministic path. Policy and audit applies redaction and approval gates and keeps the prompt, tool and source log. Your system of record — ERP, CRM or ticketing — remains authoritative and receives idempotent, reversible writes. Exactly two connections cross the boundary: read-only ingest from your sources, and a single outbound inference call carrying only the payload you approved. The index, the audit log and every write stay inside.
FIG. 02 — DEPLOYMENT · CX-ARCH-004MANHATTAN ROUTING · NO IMPLIED PATHSSCROLL SIDEWAYS TO PAN THE SHEET
SEQUENCEBOUNDARY CLOSED · ONE EGRESS PATH
01SOURCESRead-only connectors reach in. Nothing is copied out of your systems.
02INGESTNormalise, chunk and embed. Embeddings are written to your store.
03RETRIEVALPermission-filtered hybrid search. The index never leaves the boundary.
04RUNTIMEAgents plan and call tools. Only the approved payload reaches a model.
05POLICY & AUDITRedaction and approval before any write. You retain the log.
06SYSTEM OF RECORDIdempotent writes with per-action rollback. Your system stays authoritative.
DeploymentVPC · on-prem · air-gapped
Data residencyEU · UK · US · in-country
Model supportHosted, API or open weights
IN PRODUCTION
THREE DEPLOYMENTS, MEASURED.
Anonymised at each client’s request. Figures are read from the deployment’s own dashboards over a trailing twelve months, and references are available under NDA.
Shipment exceptions were found by the customer before they were found by the network.
3.4 times3.4×EXCEPTIONS CLEARED / AGENT
£2.6Mrevenue retained
DeploymentVPC, three regions
ModelsBedrock + task routing
Time to production9 weeks
CASE SLIPSSUPPLEMENTARY · DRAG OR ARROW KEYS01 / 08
Eight further deployments, each one sector and one metric: retail bank, minus 38% average handle time; property and casualty insurer, 61% auto-triage; automotive supplier, minus 22% scrap; third-party logistics operator, 3.4 times exceptions cleared; health payer, minus 52% touch time; utility, nine weeks to production; asset manager, 4,500 documents per day; city agency, air-gapped and live.
Slip 1 of 8
SLIP 01
RETAIL BANK · −38% AHT
SLIP 02
P&C INSURER · 61% AUTO-TRIAGE
SLIP 03
AUTO SUPPLIER · −22% SCRAP
SLIP 04
3PL OPERATOR · 3.4× EXCEPTIONS
SLIP 05
HEALTH PAYER · −52% TOUCH TIME
SLIP 06
UTILITY · 9 WEEKS TO PRODUCTION
SLIP 07
ASSET MANAGER · 4.5K DOCS/DAY
SLIP 08
CITY AGENCY · AIR-GAPPED, LIVE
8 SLIPS · ANONYMISED · NDA ON FILE
CX-WEB-001 · REV 4
Terms of engagement
BUILT TO SURVIVE PROCUREMENT.
Your security team will ask these questions in week three. Publishing the answers saves a call and tells you what we will not bend on.
If an answer does not match your policy, say so in the first conversation. Some of it is configuration. Some of it means we are the wrong supplier, and week one is a better time to find out than week nine.
Deployment topology diagram, three states built from the same eight parts: sources, ingest, index, runtime, audit, keys, model and updates. In the VPC state the security boundary encloses sources, ingest, index, runtime, audit and keys; the model endpoint and the update channel sit outside it and cross the boundary. In the on-premises state the model moves inside the boundary and only the update channel remains outside. In the air-gapped state every part including the model sits inside a double boundary and the update channel is severed from it entirely.
BOUNDARY · YOUR CLOUD ACCOUNT
We deploy into your cloud account. You hold the keys, the network policy and the bill.
BOUNDARY · YOUR DATA CENTRE
Your hardware, your data centre, no outbound dependency at inference time.
BOUNDARY · NO ROUTE OUT
Open-weight models on isolated infrastructure. Updates arrive as signed artefacts, by hand.
12
Answers on the record09 / 09
01DeploymentYour VPC, on-prem or air-gapped
02Data residencyEU · UK · US · in-country
03Model choiceHosted, API or open weights, swappable
04RetentionYou set it. Default 30 days, zero optional
05ComplianceEvidence pack, SOC 2 + ISO 27001 mapped
06Human-in-the-loopRequired on any write we cannot reverse
07Audit trailEvery prompt, tool call, source and write
08Support SLA99.9% uptime, one-hour P1 response
09Exit and data return30 days, code and indexes, no exit fee
Certifications and controls
SOC 2 EVIDENCE PACK
ISO 27001 CONTROL MAP
GDPR DATA HANDLING
EU AI ACT DOCUMENTATION
SSO + SCIM
DPA + BAA ON REQUEST
PROMPT & TOOL AUDIT LOG
MODEL-AGNOSTIC
99.9% UPTIME SLA
CX-TRM · REV 4NINE ANSWERS · NINE CONTROLS
Operating doctrine
Operating doctrineBAND 13 · INVERTED · CX-M01
01THE PROBLEM
02THE COST
03THE POSITION
MOST AI PROJECTS DIE BETWEEN A DEMO AND A DEPENDENCY. WE BUILD ONLY WHAT YOUR BUSINESS CAN DEPEND ON.
REQUEST A DEMO · CX-CTA-14RESPONSE · 1 BUSINESS DAY
THE OFFER
BOOK 45 MINUTES WITH THE ENGINEERS WHO BUILD IT.
No slides. We look at one of your processes and tell you whether it is worth automating, including when it is not.
340M / DAY
0
Throughput gauge, a static claim rather than live instrumentation: the platform carries 340 million events per day.
LOCATOR — SOFIA · OBORISHTESCHEMATIC · NOT TO SCALE
The locator is an abstract orthogonal street grid with a single marker on the block holding our office at 35 Dunav Street, in Sofia's Oborishte district. It is a drawing, not a map, and carries no scale.
