AI… no BS
Planning requires a real conversation, not a chatbot pretending to think. Strategies brings the rigor. Mackey brings the reasoning. Finally, it's a conversation worth having.
Mackey makes it transparent.
Below is a straightforward look at the methodology that powers both—why we're fundamentally different from generic LLM chatbots, and why your answers are grounded in reality.
What We Actually Do With AI
Pattern Discovery
Find when and how demand happens
Strategies learns the rhythm of your business—when your customers call, what they need, and how your agent schedules align with that demand.
Probabilistic Modeling
Build statistical models of work and customer behavior
It learns how long your calls really take, when customers are most likely to call, and even how long they'll wait before hanging up. This means our simulations are based on actual behavior patterns, which gives you a much more accurate picture of your operations.
Simulation Modeling
Run a realistic model of operations
This lets you run a virtual version of your contact center, so you can test ideas and see the likely impact on customer wait times, service levels, and your budget before you make any changes.
Uncertainty Quantification
Show ranges and key sensitivities
The future is never certain, but Strategies helps you prepare for it. It shows you a range of possible outcomes, not just a single number, and identifies the key factors—like call volume or agent time off—that have the biggest impact on your budget and service, so you can plan for what matters most.
Optimization for Decision Making
Turn insights into practical plans
Strategies doesn't just give you data—it gives you answers. It takes all the insights from its simulations and turns them into clear, practical plans for hiring and overtime that meet your targets at the lowest possible cost.
Explainability and Audit Artifacts
Provide the data and assumptions for review
With Strategies, there are no 'black boxes.' We show you the data, the assumptions, and the results, so you can share the plans and explain them to your team with confidence.
All of this rigor is what Mackey uses.
When you ask Mackey a planning question, it's not invoking a pre-trained LLM—it's running this entire validated methodology, ensuring your answer is always rooted in simulation and your real data.
We prove our accuracy by testing every model against your own historical data. You'll get clear reports and side-by-side charts showing how our predictions compare to what actually happened, so you can read the results yourself.
Our custom simulations are considerably more accurate than Erlang formulas (C, A, and even X) which are used to overstaffing. While Erlang X sounds sophisticated it still has the same fundamental problems. This improves accuracy translates into more efficient plans and real cost savings—and we're happy to share anonymized case studies that show you how.
This same validation standard applies to every Mackey answer.
Mackey doesn't guess—it validates against your historical data and your custom simulation model.
Your data is always secure.
We work with the operational data you already have: the call volumes and agent schedules. We don't need any personally identifiable information (PII) from your customers, so their privacy is always guaranteed.
Your data security is our top priority. We protect your information with end-to-end encryption and strict access controls. Plus, you have the flexibility to run our models in your own environment, giving you complete control.
Mackey operates with the same security standards.
All Mackey queries and results are encrypted in transit and at rest.
You control what Mackey can access and execute.
The Mackey Layer: Simulation-Grounded AI That Actually Works
While the methodology above powers Strategies' models, Mackey is the conversational AI interface that makes it all accessible. Here's what makes Mackey different from typical AI assistants:
47 Tightly Integrated Tools
Not a generic LLM with loose plugin architecture. 47 domain-specific tools deeply integrated with Strategies' core: run simulations, update metrics, fetch scenarios, execute optimizations, analyze risk. Tool calls are registered, validated, and audited. Every tool execution is logged for compliance.
Function-Calling, Not Generation
Mackey doesn't generate answers; it executes them. When you ask "What's the least-cost plan for 85% SLA?", Mackey doesn't produce an output—it runs the actual linear programming optimizer and returns the result. No hallucination, no speculation, no guesswork.
Enterprise-Grade Guardrails
Every metric update requires explicit user confirmation. Destructive operations (deletions, overwrites) are explicitly excluded. All actions are cryptographically signed and audited. Context window maintained across multi-step workflows.
Transparent Decision-Making
Mackey shows its work—assumptions, data used, logic. You can drill into why Mackey gave that answer. Full audit trail of every tool call and result.
What we DON'T do with AI
We do not set vague, unvalidated "AI magic." Our outputs are algorithmic, data-driven, and accompanied by validation artifacts—for Strategies AND Mackey.
We do not deliver one-size-fits-all models—every model is built on customer data and reflects that center's specifics. Every contact stream is different, and every Strategies simulation reflects that. Same for Mackey's results.
We are not a chatbot or generative-text vendor. Mackey is an agentic AI that executes, not a generative language model that advises.
Model Types and Techniques
Resources
Real Information
Whether you're a seasoned contact center strategist, or just getting started, here's information to help you go from "basic" to "brilliant."
