Professional-services AI Coordination Playbook
Coordination practices for consulting, accounting, legal, and advisory firms running AI agent teams. Covers engagement management, utilization tracking, knowledge reuse, compliance walls, and client relationship orchestration.
Client Relationship
Client Feedback Loop
The relationship agent sends a brief satisfaction pulse (3 questions max) at each engagement phase gate. Results are shared with the engagement owner and the partner. Declining satisfaction triggers an immediate conversation, not a quarterly review.
What goes wrong without this
The client is unhappy at week 4 but nobody asks. At the end of the engagement, the NPS is 4/10. The firm loses the relationship and never learns what went wrong until the exit survey nobody reads.
Expansion Signal Detection
The relationship agent monitors engagement outcomes, client org changes (new hires, restructuring, M&A announcements), and satisfaction signals. When expansion indicators are strong, it alerts the partner with a specific upsell recommendation and suggested timing.
What goes wrong without this
A client hires a new CTO and restructures their technology team. This is a perfect trigger for a technology strategy engagement. Nobody at the firm notices for 3 months. A competitor wins the work.
Touch Frequency by Revenue Tier
The relationship agent enforces minimum touch frequency based on client revenue tier. Tier 1 (top 20%): weekly. Tier 2 (middle 50%): biweekly. Tier 3 (bottom 30%): monthly. A "touch" is a substantive interaction, not an automated email. The agent flags clients below their minimum frequency.
What goes wrong without this
A $500K client has not heard from anyone at the firm in 6 weeks. They feel neglected. A competitor reaches out with a proposal. The firm finds out when the client does not renew.
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