Pick the work
Prioritise a real decision or workflow—not a generic technology experiment.
Operator-led AI and automation delivery
From process map to working system.
Sofpact takes one operational bottleneck — documents and exceptions, customer operations, a system change or a data migration — from process map to a tested prototype in two to six weeks, then into production with a trusted delivery network. Designed by an operator who has run the operation, with the controls built in.
Led by Radko Diev — former COO and product owner of a regulated platform. Warwick MBA, Oxford AI Programme.
Model on: documents are read automatically, and only exceptions reach a person.
The operating problem
The model is rarely the hard part.
Build the controls in
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.
05Change the system without stopping the business
Data, integration and migration — core-system and ERP selection, integration design, data migration and cutover, delivered with a trusted network of engineers.
What you receive
Proof you can put in front of a board.
Every engagement ends in artefacts your team keeps — not a slide deck that ages in a shared drive.
Decision page
One page the board can sign: what to do first, what not to do, and who owns it.
Use-case portfolio
Every candidate scored for value, effort, risk and running cost against today’s baseline, so the first move is defensible rather than fashionable.
90-day plan
Sequenced work with owners, dependencies and the date each decision falls due.
Operating map and runbook
How the new workflow runs on Monday: who does what, where the controls sit, what happens when it fails.
Illustrations of the formats, not client material.
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.
One Control Set, Not Two: AI Governance for UK Firms Serving Europe
There is no single UK AI statute, but existing law already applies and the EU regime may reach you. Why one control set beats two programmes, and where to start.
A useful first conversation