Business case & commercial proposal
Updated after the May 28 working session with Ivan, Xunaxi, Paulina, Omar, Socorro, and Ana Karina. This document combines the volume model Konfio walked Lorikeet through, two commercial structures to choose from, and the path to a July 1 go-live.
What this is. A single document Konfio's finance and operations teams can use to build the internal business case, alongside Lorikeet's commercial structure with two options. Aligned to Konfio's volume projections and a June integration sprint with July 1 go-live — all four products (Card, Payments, Working Capital, Cuenta) configured inside the 30 days from signature.
The headline. Konfio's projected steady-state addressable volume is ~3,800–4,200 Lorikeet resolutions per month (2,600 inbound + abandoned chat recovery). Konfio chooses between pay-as-you-go at $0.65 / written resolution, or a discounted annual commitment at $0.60 / written resolution — $30,000 USD / year — if the team prefers a fixed cost. No floor either way.
The opportunity
The volume picture Ivan walked through on the May 28 call. These numbers replace the rougher volume assumptions from the v2 proposal and become the foundation of Konfio's internal business case.
Where the volume comes from
- Current state — 354 / month. The existing AI handles a narrow slice: authenticated clients only, on the chat channel, against ~30% of total chat population. This is the floor, not the ceiling of the opportunity.
- Addressable inbound — ~2,600 / month. Expanding to the unauthenticated chat universe and the remaining chat population. These are tickets already coming in today that are eligible for full AI resolution — consultation contacts and information requests — once Lorikeet is configured against them. Not net-new demand, just demand that today bounces off the existing setup.
- Abandoned conversation lever — 3,900 / month untapped. Breaks into two pools. ~3,600 conversations where the user opens a chat, sends only a greeting, and disengages — recoverable through promotion and proactive outreach. ~300 conversations where the AI knows it can't resolve, attempts to transfer, but the transfer fails (outside service hours, no human available) and the user is left without resolution. Both pools are addressable with Lorikeet outbound chat.
- Target recovery rate — 30% on abandoned. Aligned with Ivan on the call. Conservative starting point; could be materially higher once the campaign mechanics are tuned. That's ~1,200 additional resolutions / month from re-engagement.
Integration roadmap — June sprint, July 1 go-live
Lorikeet's North Star is 30 days from signature to go-live. With SOW signature in early June and the forward-deployed pod already meeting Paulina's team this week, all four product integrations (Card, Payments, Working Capital, Cuenta) get built and tested inside the June sprint — not stretched across the Nov – Mar window that sat on Konfio's internal product roadmap.
Ramp profile post-go-live
- Jul – Aug 2026 · calibration. Workflows live on Day 1 but at conservative confidence thresholds. ~1,500–2,500 monthly resolutions while the team calibrates against real ticket flow and tunes the abandoned-chat campaign cadence.
- Sep 2026 onward · steady state. Confidence thresholds expanded based on calibration data. ~3,500–4,200 monthly resolutions across the four products and abandoned-chat recovery combined.
Pricing model: pay per resolution
Every customer interaction falls into one of five scenarios. Two are billable. Three are not. This model is unchanged from v2 and is the foundation for both commercial options.
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
Agent reaches out (chat re-engagement, voice, WhatsApp, email) after abandonment or for proactive cases. If it ends in a confirmed resolution, billable. This is the mechanism that captures the 1,200/mo abandoned-chat recovery lever.
Outbound contact fails to resolve
Customer doesn't respond, or the agent can't resolve. No charge.
Two commercial options
Same pricing model, two billing structures. Pick whichever fits Konfio's finance preference. Both protect Konfio against paying for value Lorikeet hasn't delivered.
Year 1 financial model
Modelled against the June sprint → July 1 go-live plan. All four products are live on Day 1, so the ramp is calibration-driven (Jul – Aug) rather than integration-driven. Steady state arrives in September, not Q2 2027.
Future revenue levers
Beyond servicing — areas Ivan flagged as part of Konfio's broader thinking. Not in the Year 1 scope or pricing, but worth flagging for the business case so finance understands the full upside of standing the platform up.
- Cross-sell & commercial conversations. Konfio's team is mapping a process to route servicing-to-cross-sell transitions to a commercial flow. Other fintechs running on Lorikeet are using their support agents to surface relevant offers in-context — a chat about a card transaction can naturally transition into a credit-line offer where eligible. Material revenue contribution, layered onto the same Lorikeet platform Konfio is already paying for.
- Channel expansion. The current focus is chat. Voice (via Amazon Connect) and WhatsApp are technically available the moment Konfio wants to switch them on, without renegotiation. Voice is billed at $1.00 / resolution on Option A, $0.85 on Option B.
- Abandoned-chat campaign tuning. The 30% recovery rate target is intentionally conservative. Other Lorikeet customers running similar campaigns see materially higher recovery rates as the messaging and timing tune in. Every percentage point above 30% is additional revenue protected.
SLA edits
Carried forward from v2. No changes required from the May 28 conversation. The structure of the SLA Xunaxi shared works; below are the clarifications agreed during the v2 cycle that will appear as redlines in the SOW.
| Resolution definition | The 70% automation target applies to workflows Lorikeet has been configured to handle, not 100% of incoming volume. 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 | Outbound contact attempts are billable only when they end in a confirmed resolution. Failed outbound attempts cost nothing. This is the billing mechanism for the 1,200/mo abandoned-chat recovery lever. |
| Uptime & availability | Lorikeet accepts the uptime targets as drafted by Konfio. Both commercial options put spend at risk against performance, so existing uptime commitments work without modification. |
| 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 — expect modest adjustments, not a rebuild. |
| Data residency & retention | 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. |
Who you're working with
Konfio is not buying a tool with a support inbox. The price you pay covers a forward-deployed team that builds, configures, and operates the agent alongside Konfio's team. No platform fee, no integration fee, no professional services charge.
What this means commercially
| Element | v2 proposal | v3 (this document) |
|---|---|---|
| Volume basis | Discovery-era estimate (10,000/mo all-in) | Konfio's own model: ~3,800/mo addressable |
| Rate per written resolution | $0.65 USD | $0.65 (Option A) / $0.60 (Option B) |
| Rate per voice resolution | $1.00 USD | $1.00 (Option A) / $0.90 (Option B) |
| Billing structure | Per resolution, pay-as-you-go only | Pay-as-you-go or fixed annual commitment |
| Minimum spend commitment | None | None on Option A; commitment optional on Option B |
| Outbound contact billing | Success-only | Success-only (mechanism for 1,200/mo recovery lever) |
| Year 1 spend estimate | Not modelled against Konfio's roadmap | $30,000 (Option B) — ~$29,000–$32,500 (Option A) |
| Annual run rate at steady state | ~$63,000 (volume assumption) | ~$30,000–$33,000 (Konfio's actual addressable, written-only) |
Timeline to go-live
| This week | Lorikeet introduces the forward-deployed pod to Paulina's team. Integration architecture and KB scoping start immediately, in parallel with commercial close. |
|---|---|
| Week of Jun 1 | Konfio's business case lands with finance. Option A or Option B selected. SOW finalised and signed. |
| Jun 8 – 15 | Salesforce + Amazon Connect connectors built. KB ingest complete. Authentication flow wired up. First workflows in design. |
| Jun 15 – 22 | Workflows for Card, Payments, Working Capital, and Cuenta configured against Konfio product team's input. Ryan and Nate on-site in Mexico City during this week for the QED event — available for workshop or alignment session at Konfio's office. |
| Jun 22 – 30 | Simulation testing against historical Konfio tickets. Guardrail validation. Konfio QA sign-off. Hand-off rehearsals with the human team. |
| Jul 1 | Go-live. All four products live on chat for the authenticated + unauthenticated population. Abandoned-chat recovery campaigns activated. |
| Jul – Aug 2026 | Calibration. Confidence thresholds tuned against real ticket flow. Volume ramps from ~1,500 to ~3,500 monthly resolutions. |
| Sep 2026+ | Steady state at ~3,500–4,200 monthly resolutions. Ongoing addition of new workflows and the commercial / cross-sell layer. |