Commercial proposal
Revised pricing and SLA framework, based on the May 15 commercial sync with Xunaxi, Ivan, Paulina, Cynthia, and Gustavo.
What changed since v1. The structure now eliminates any required Konfio spend commitment, and aligns the SLA on Ivan's clarification that the 70% automation target applies to workflows Lorikeet is configured to handle, not all incoming tickets.
The headline. Konfio pays only for resolutions Lorikeet delivers. No floor, no minimum. Full annual potential at the SLA target is ~$63,000 USD.
Pricing model: pay per resolution
Every customer interaction falls into one of five scenarios. Two are billable. Three are not.
Bot resolves end to end (inbound)
Customer writes in, the agent handles the full conversation, customer confirms the issue is resolved or the conversation reaches a documented resolution state.
Customer abandons mid-conversation
Agent makes up to three contact attempts, customer does not return. No charge, regardless of how much work the agent did.
Bot escalates to a human
Agent decides the case is out of scope or a guardrail triggers. Conversation transfers to a Konfio agent with full context. No charge.
Outbound contact resolves the issue
Added per Ivan's suggestion. Agent reaches out (voice, WhatsApp, email) after abandonment or for proactive cases. If it ends in a confirmed resolution, billable.
Outbound contact fails to resolve
Customer doesn't respond, or the agent can't resolve. No charge.
Annual potential
Based on the volume figures Konfio shared, applied only to in-scope categories as Ivan clarified.
Ramp realism
Per Ivan on the call, many of the use cases inside the 10,000-ticket total don't yet have Lorikeet workflows behind them. A realistic Phase 1 quarter is in the low-hundreds to low-thousands of monthly billable resolutions, scaling as Phase 1 (KB + FAQ + Salesforce case management) expands into Phase 2 (transactional APIs across Credit, Card, Terminal, Payments).
SLA edits
The structure of the SLA Xunaxi shared works. Below are the clarifications agreed on (or flagged) during the call. These appear as redlines in the SOW going to Konfio early next week.
| Resolution definition | The 70% automation target applies to workflows Lorikeet has been configured to handle, not 100% of incoming volume. This matches Ivan's framing — during ramp, Lorikeet will be solving only a subset of the problems, and the SLA shouldn't punish Lorikeet for use cases that haven't been scoped. |
|---|---|
| Billable resolution | A conversation is "resolved" when (a) Lorikeet provides the answer or completes the action, and (b) the customer confirms or the conversation reaches a documented resolution outcome (case number issued, action confirmed, etc.). |
| Abandoned conversations | If a customer disengages mid-conversation, the agent will make up to three additional contact attempts before marking the conversation abandoned. Abandoned conversations are not billable, even when the agent did substantial work. |
| Escalations | Any conversation Lorikeet escalates to a Konfio agent is not billable. Full context (transcript, customer intent, reasoning trace) transfers to the receiving agent. |
| Outbound resolutions | New section per Ivan's request. Outbound contact attempts are billable only when they end in a confirmed resolution. Failed outbound attempts cost nothing. |
| Uptime & availability | Pending internal cross-check. Nate is reviewing the uptime targets in the draft SLA against Lorikeet's standard commitments. We expect no friction given the flexible commercial structure, but we'll flag any specific clauses that need adjustment in the redline. |
| Future bank license | If and when Konfio's CNBV banking license is granted, both sides revisit the SOW and SLA for any required adjustments (audit clauses, data handling addenda). Lorikeet's existing audit trail, deterministic guardrails, and SOC 2 / ISO 27001 posture are designed for regulated environments — we expect modest adjustments, not a rebuild. |
| Data residency & retention | Confirmed on the call. Lorikeet does not mirror Konfio customer data into our systems. Ticket records (conversation transcripts) are retained at a configurable interval — 7 days, 30 days, or whatever Konfio's compliance team specifies. Documented in the SOW security addendum. |
What this means commercially
| Element | v1 proposal | v2 (this document) |
|---|---|---|
| Minimum spend commitment | Present | None |
| Rate per resolution | Variable | $0.75 USD blended |
| Billing trigger | Per resolution | Per resolution, 5-scenario model |
| Outbound included | Not scoped | Yes, success-only billing |
| Annual potential at SLA target | — | ~$63,000 USD |
| Required Konfio spend | Minimum applied | $0 — pay only for delivered resolutions |