The two priority quadrants
Service and back office
Service Optimization
- Glia auto-summaries are well regarded, but do not push to Salesforce, so reps re-key call type, reason, and verification by hand and batch-close at day's end.
- Half of inbound is 'send me a link'; the chatbot ships this week and the ceiling is knowledge-base coverage, 15 to 20 percent today.
- One Schwab rejection drove 26 inbound chats in a day with no outage banner anywhere in the queue.
- Flagship: Glia-to-Salesforce after-call consolidation, the highest-leverage quick win.
Back Office Operations
- About 13 percent of forms bounce to rework on a 24-hour clock; the sub-trade form already proved front-end validation cuts NIGO.
- Address changes are the volume king: about 200 a day, each retyped from Schwab into Orion Connect with no data feed back.
- Pending-funding auto-close is the cleanest candidate: both checks already live inside Orion.
- Flagship: the form-completeness check (no PII, no writes, soft prompt), the pattern-setter for everything after.
Posture throughout: side-panel suggestions before any auto-resolution, soft prompts before hard blocks. Intake absorbs the error rather than punishing the advisor.