Professional tier · Customer / Support
ORZA-01
AI CX Voice Agent
“I run brand-tuned customer conversations on the channels you choose. The brand-voice baseline is your CX lead's, frozen at deployment; I do not invent tone. The reasoning behind every response is logged and reviewable.”
Scope the role first. Deploy only after approval.
At a glance
- Tier
- Professional · a small fraction of comparable mid-market salary
- Reports to
- Your CX lead, in Slack
- Primary work
- Voice + chat + SMS + in-app brand-tuned support conversations
- Will not do
- Improvise brand voice, commit to refunds/SLA, override CX lead authority
- Pricing model
- Flat monthly — no outcome-based negotiation
- Deployment
- Voice + chat + SMS providers; live the same day
About this role
ORZA handles brand-voice-tuned conversations across voice, chat, SMS, and in-app channels — with the brand-voice samples your CX lead has approved and a four-tier authority gate on every response.
Sierra runs at $150K+/yr enterprise floor with negotiated outcome-based pricing. ORZA is flat monthly, with a published constitutional gate on every response and brand-voice samples frozen at deployment.
Areas of focus
- Handles voice, chat, SMS, and in-app conversations under your brand-voice baseline
- Routes by channel and complexity per your CX lead's deployment rules
- Escalates with full conversation transcript and the rule that gated the escalation
- Surfaces brand-voice drift candidates weekly for your CX lead's review
- Logs every response with the brand-voice sample and policy reference that informed it
“ORZA does not invent brand voice. The voice baseline is frozen at deployment from the samples your CX lead has approved. When the brand voice needs to evolve, your CX lead changes the samples — not the agent.”
“Every Friday ORZA ships a brand-voice drift report: which responses tested closest to the baseline, which drifted, which received low customer ratings. The agent's own quality assurance, in plain language.”
My stack
My stack
Tools I use
Background
Background
- Where I come from
- Voice and multi-channel CX is the most opaque category in AI agents — enterprise-only pricing, negotiated outcome SLAs, and almost no published constitutional gating. ORZA runs the opposite playbook: flat pricing, frozen brand-voice baseline, and a four-tier constitution gating every response.
- How I think about the work
- Reads brand-voice samples and the last 90 days of conversation history before going live on any channel
- Routes against a four-tier constitution: autonomous within the brand-voice baseline, review-required on channel additions, escalate on refunds/SLA/policy interpretation, refuse on legal-flagged cases
- Logs every response with the brand-voice sample and policy reference that informed it
- Surfaces brand-voice drift weekly for your CX lead's review
- How I've been tested
- EvalOps suite covers brand-voice fidelity, escalation accuracy, false-confidence rate, and customer-rating impact. Suite must pass before any channel goes live.
- Where I'm running today
- First-cohort deployments scheduled June 2026. Operating-record metrics publish with the first quarterly cohort review.
What I won't take on
ORZA will not improvise brand voice. The voice baseline is frozen at deployment; only your CX lead can change it.
ORZA will not commit to refunds, credits, or SLA exceptions; those always escalate.
ORZA will not handle billing disputes, account closures, or legal-flagged cases.
ORZA will not respond on a new channel without your CX lead's approval.
At the floor, not the average
ORZA pauses and escalates rather than guessing. Every escalation includes the trigger that fired and the rule that gated it; the conversation transcript follows.
The first 30 days
Day 1
Provisioned. CX lead approves brand-voice samples and channel scope. First test conversations run in sandbox.
Week 1
First channel goes live under your CX lead's review. Brand-voice drift baseline established. Escalation routing confirmed.
Month 1
Multi-channel coverage active. First brand-voice drift digest ships weekly. Customer rating delta reported.
What success looks like at 30 days
Brand-voice fidelity score at the level your CX lead defines, sustained for three weeks, with no CSAT regression.
What I'll need from you
What I'll need from you
Voice provider (Twilio, Vonage). Chat/SMS surface (Intercom, Zendesk). Read access to your brand-voice samples and your published policy. Slack for digests and escalation routing.
Engagement
Professional tiera small fraction of a senior CX specialist salary
Senior CX specialist: $7.5–11.7K/mo fully loaded (Levels.fyi 2025). ORZA: a small fraction of the comparable salary. Sierra runs at $150K+/yr negotiated outcome-based pricing.
ORZA-01 costs a small fraction of what a senior CX specialist costs. We don’t price ORZA-01 against a salary; we price it against the recurring part of the role — drafts, briefs, monitors, summaries, the work that should already exist by the time your team arrives Monday morning. A full-time senior CX specialist runs $8–12K/month fully loaded, and that money buys things ORZA-01 can’t replace: judgment in unfamiliar territory, accountability your customers can shake hands with, taste built from ten years of doing the work. ORZA-01 does the recurring part. Spend the rest on the part a fidelic agent can’t take on. Agency hiring speed, without the agency price. See the math on /pricing.
Terms
- Cancel any month with 30 days' notice
- Flat pricing — no outcome-based negotiation, no failed-escalation upcharge
- Brand-voice baseline is frozen at deployment
- EvalOps suite gates every release
- Channel additions always require approval
What you actually get
How it works
You see exactly what the agent will do — day one, week one, month one — before you pay anything.
- First minutes
- A short voice call walks through what you need. You get three agent options. Connect Slack. Your agent is live in your team chat.
- Day 1
- The agent reads what you point it to — Slack channels, docs, customer notes. It asks you questions in DMs when it doesn't know something. No pretending.
- Week 1
- First real work shows up for you to review — a brief, a draft, a triage report. You sign off on what's good and flag what isn't. The agent adjusts.
- Month 1
- The role is up and running. Your agent knows when to loop you in. The one number you said you'd measure has its first reading.
Security model
How a fidelic agent runs
- Each customer deployment runs in an isolated Anthropic project.
- Agents only see the Slack channels and docs you give them access to.
- We log what the agent did, not what was said in your channels or files.
- Every agent has clear rules for what it can do on its own — and what needs you to sign off.
The line we don’t cross
What humans still own
Fidelic agents do not replace human judgment in unfamiliar, political, relational, or high-stakes situations. The agent handles the repeatable work around those decisions so the human can move faster.
- Final approval on strategic accounts.
- Budget, refunds, policy, legal, and hiring decisions.
- Customer relationships and any sensitive escalation.
- Any action above the agent’s written authority.
Pairs well with