Pick the work
Prioritise a real decision or workflow—not a generic technology experiment.
AI strategy · controlled delivery · embedded operations
Put AI to work where governance and operations meet.
Founder-led AI strategy, prototypes and embedded delivery for regulated and operationally complex organisations. From first use case to handover, with one accountable operator.
- Oxford AI Programme
- Warwick MBA
- Google Cloud
- AWS
- Microsoft
Use caseSpecific work worth changing
Gate 01Value and feasibility
Gate 02Controls and evidence
Gate 03Workflow and ownership
LiveAdoption, measures, handover
CONTROLLED PATHThe operating problem
The model is rarely the hard part.
Make it governable
Design data, human oversight, controls and evidence into the solution from the start.
Make it owned
Land the change in day-to-day operations, with accountable owners and a practical handover.
Five practice areas
What the work actually is.
Each one is a problem you already have a name for.
01
Run the operation on less
Operations and document automation — document and exception handling, process and control redesign, three-way match and recovery.
02Ship what you promised
Product and platform delivery — roadmap and prioritisation, discovery through to launch, integration and vendor scoping.
03Make the proposition pay
Customer operations and loyalty — customer journey and service design, chatbots and self-service deflection, complaints, refunds and exceptions.
04Open the right sites, in the right order
Expansion, property and capex — site appraisal and selection, rollout sequencing and phasing, capital approval and capex control.
05Keep it defensible
AI governance and the EU AI Act — AI Act exposure by legal entity, human-oversight design, vendor and model selection.
Founder-led by design
Senior judgement stays close to the work.
Sofpact is led by Radko Diev, an operator and AI transformation consultant with experience spanning regulated platforms, complex multi-site operations and practical AI delivery.
The work connects executive choices with workflow detail: business value, data, governance, adoption and accountable ownership.
Operator perspectiveFrom executive decisions to operating detail.
Cross-functional deliveryProduct, operations, technology and governance in one accountable thread.
Independent by designTool-agnostic advice and a visible path to handover.
Recent field notes
Useful thinking for difficult delivery.
Practical analysis for leaders deciding where AI belongs, how to control it and what it takes to make it operational.
AI in Service Operations: Where the Measured Gains Land
A 14% average gain and about 34% for new starters: what the largest published field study of AI in customer support means for rollout, measurement and training.
Running an AI Feature in Production: Plan for the Model to Change
Third-party dependencies and embedded models are among the fastest-growing risks named by supervisors. Six practices that keep an AI feature reliable over time.
The AI Inventory: You Cannot Govern What You Have Not Listed
Most organisations run more AI than they think, because it arrives inside software already bought. What each entry needs, where to look, and how to sort by consequence.
AI Literacy: The AI Act Obligation That Is Already Live
Article 4 has bound providers and deployers since February 2025 and is not tied to the high-risk timetable. What the Digital Omnibus changed and what measures look like.
A useful first conversation