merliteam

BACKGROUND

Please describe your company and position.

I am the CEO of MindLab AI

Describe what your company does in a single sentence.

MindLab AI helps businesses deploy, train, and orchestrate specialized GenAI agents—across chat, voice, and digital avatars—to automate real customer conversations with precision, empathy, and control.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire merliteam to accomplish?

• Website
• Product

SOLUTION

How did you find merliteam?

Referral

Why did you select merliteam over others?

• Pricing fit our budget
• Great culture fit

How many teammates from merliteam were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

MindLab Project – Scope of Work
Project Objective
To build and scale a next-generation customer experience (CX) automation platform using multi-agent GenAI, enabling businesses to automate up to 90% of customer interactions across digital channels—without sacrificing brand control or human empathy.

 
Scope of Work
1. Multi-Agent Architecture Development
Design and implement an orchestrator agent capable of routing queries to specialized agents (e.g., Billing, Sales, Support).
Develop shared memory architecture for agent collaboration.
Create flexible logic to allow fallback to human agents when needed.
2. Agent Training & Prompt Versioning Engine
Build no-code interfaces for marketing and ops teams to:

Create and test prompt versions.
Deploy updates without engineering support.
Enable performance tracking of each prompt version using synthetic A/B testing and real-time metrics.
3. Omnichannel Deployment
Integrate with key customer-facing channels:

Webchat
WhatsApp (via Meta Business API)
Web forms
Voice agents
Digital avatars (e.g., Unreal/MetaHuman + ElevenLabs voice)
Configure consistent user journeys across channels with orchestration layer.
4. Customer Pipeline & Analytics
Develop a dashboard showing:

Conversation success rate
Resolution without escalation
Cost per interaction (vs. human)
Agent performance metrics
Lead scoring and pipeline conversion tracking
5. Security & Control Features
Session management
LLM protection mechanisms
Custom model selection per task
GDPR-compliant data logging & role-based access

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Measurable Outcomes
Product & Platform Performance
90%+ automation rate in pilot environments, with no human escalation.
<5 second response time across channels (chat, WhatsApp, voice).
65% reduction in labor cost per interaction vs. legacy support operations.
Deployment of multi-agent system with live orchestration, prompt versioning, and fallback logic.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project Management and Delivery Performance
MindLab demonstrated strong project management throughout the engagement. Despite operating in a fast-evolving AI space, their team delivered key milestones on time and with high transparency.

On-Time Delivery
All critical deliverables—agent orchestration, webchat and WhatsApp integration, and pilot deployment—were delivered within the agreed timeline.
The team adhered to sprint cycles and communicated roadmap adjustments proactively.

Responsiveness & Communication
MindLab was highly responsive to feedback, often implementing requested changes or improvements within 24–48 hours.
Their founders and PMs maintained direct and open communication, ensuring we had a clear view of timelines, trade-offs, and results at every step.
They provided weekly check-ins, live demos, and a shared dashboard to monitor progress in real time.

Adaptability & Support
They showed exceptional flexibility in adapting workflows to our internal systems (CRM, APIs, etc.).
When issues arose—such as customer input errors or integration changes—they responded quickly with fixes or temporary workarounds.

What was your primary form of communication with merliteam?

Virtual Meeting

What did you find most impressive or unique about this company?

What impressed us most about MindLab was their multi-agent architecture—a true step beyond traditional chatbots.

Unlike typical AI solutions that rely on one-size-fits-all bots or rigid flows, MindLab built a system where specialized GenAI agents work together like a real team. Each agent is focused on a specific task—like billing, coverage, or sales—and an orchestrator coordinates them in real time. This collaborative AI logic felt both innovative and practical, solving real fragmentation issues in customer journeys.

Are there any areas for improvement or something merliteam could have done differently?

N/A 

BACKGROUND

Please describe your company and position.

I am an Executive of Multilingual HUB

Describe what your company does in a single sentence.

Language learning services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire merliteam to accomplish?

• Create a mobile app

SOLUTION

How did you find merliteam?

Referral

Why did you select merliteam over others?

• Great culture fit
• Good value for cost

How many teammates from merliteam were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Moodle connected mobile app for better student experience

• Allow user to navigate courses
• Allow user to complete activities
• Chat with a AI chatbot

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

App build

Codebase 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes, when thing got tough they brought more people over

What was your primary form of communication with merliteam?

Virtual Meeting

What did you find most impressive or unique about this company?

They have a great attitude towards the work and a sense of responsibility.

Are there any areas for improvement or something merliteam could have done differently?

More thorough technical validations of high complexity open questions