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Silver Sigil Solutions
Home
About
Services
Insights
Contact
Book a call
Home
About
Services
Insights
Contact
Book a call

Customer-Facing AI

If you’re struggling to…

Get enterprise buy-in for a strong idea.

Figure out what to scale next.

Manage finance, legal, and operations priorities

It's not the technology that turns an AI initiative into a net cost. It's perspectives that most teams don't know they’re missing.

Over the course of my career, I've watched the same pattern play out across enterprise automation, regulatory delivery, and large-scale technology programs. The initiatives that succeed start with a clear answer to the right question. The ones that fail start with a solution looking for a problem — moving fast on assumptions nobody stopped to test, past the people who knew where it would break, and straight into a launch that costs more to fix than it would have cost to get right.

AI hasn't changed that pattern. It's amplified it. The same dynamics that derailed automation programs a decade ago are showing up in AI initiatives today — except the stakes are higher, the governance questions are harder, and the cost of a compromised launch is more visible. The missing piece is rarely the technology. It's the discipline of knowing what to validate, what to challenge, and what to ignore before the build begins.

Those are the perspectives I brought to Humana. Before a single requirement was written, I went and sat with the people closest to the work to understand what members actually needed — not what the reporting said they needed. That reframed everything. It's what made the initiative fundable, scalable, and ultimately sustainable — generating $7M in annual savings each year.

Same caliber of experience the big firms sell for seven figures. A fraction of the price. And what you walk away with isn't just the savings — it's an operating model built to keep generating them.

Brian D. Sutherland

Brian Sutherland

AI Advisory & Operating Model Consultant
Silver Sigil Solutions

See how the process works →

How I work

A process built for decisions under uncertainty.

A proven process that starts with the questions most teams skip, and ends with decisions your whole organization can stand behind.

01

Deep discovery into the problem

What is the AI actually solving? Who feels pain first if it goes wrong? What assumptions are being treated as facts?

This begins with:

  1. Sitting down together to understand your initiative

  2. Interviewing the people closest to your customers

  3. Separating what's known from what's assumed

02

Surface friction & breakage

Map the failure modes — governance gaps, CX friction, compliance exposure — before you've committed the budget.

This leads to:

  1. Identifying what will erode your customer’s trust.

  2. Uncovering the dependencies your plan hasn't accounted for

  3. Getting ahead of friction your front line feels that impacts your bottom line

03

Align Stakeholders & Drive adoption

Build a decision path that finance, legal, CX, and operations can all stand behind from the start.

This turns into:

  1. Building a shared story every team can stand behind

  2. Establishing who owns what before scaling

  3. Converting stakeholder friction into forward momentum

04

Scale with confidence

Execute against a model that was pressure-tested — not one that was assumed to work until it wasn't.

This results in:

  1. Scaling a model built on evidence

  2. Rolling out with guardrails you can rely on

  3. Turning a pressure-tested plan into measurable ROI

Services

Some of the ways to work together.

From a focused one-hour check to a full advisory sprint — meets you where your initiative is right now.

ENTRY POINT

AI Decision Review

$250 Per Session

3-pack bundle available for teams evaluating multiple initiatives

A 60-minute pressure test on your current AI decision. Walk away knowing what's solid, what's assumed, and where it's most likely to go wrong.

  • Short pre-call intake form

  • Live risk mapping session (60 min)

  • Written summary brief delivered after the call

→ Book a review

MOST POPULAR

AI Decision & Delivery Sprint

Tier 1 $15-$20K · Tier 2 $25-$35K ·
Tier 3 $35-$45K

A structured advisory engagement for teams committing serious budget to a virtual agent or customer-facing AI initiative. Three tiers based on scope.

  • Tier 1 — single initiative, 8–10 weeks

  • Tier 2 — multi-stakeholder, 10–12 weeks

  • Tier 3 — regulated environment, 12–16 weeks

→ Discuss your initiative

ONGOING

Advisory Retainer

Starting at $5,000 per month

A steady outside voice in your corner — someone who knows your initiative deeply and can support decisions as they evolve month to month.

  • Regular check-ins and decision support

  • Risk and operating model continuity

  • Scope defined collaboratively

→ Learn more

Thinking out loud on AI.

Insights

What I'm actually seeing in enterprise AI initiatives right now

NEW

Treating AI Like an Employee: The Framework That Helps AI Agents Scale Into ROI, instead of Risk

An agentic system doesn't just produce output a human acts on. It acts. It has agency. That means it has access to systems, authority to execute, and the ability to generate results that can leave before anyone reviews them.

JUNE 2026

Read the full article→

VOD CAST CORNER

Survival can’t be automated

Your AI model can be 95% accurate, with 0% hallucinations
and still miss the only thing the customer cares about. I discuss this and more with Chris Hutchins on his Vodcast, the Signal Room.

FEBRUARY 2026

FEATURED

How I Developed the AI Operating Rhythm That Led to $7M in Annual Savings

What separates AI initiatives that compound from ones that stall? Here I dive deep into the winning formula that enables organizations to scale AI effectively.

JUNE 2026

Read the full article→

Who I am

I've built it from the inside. I know where things break.

I'm Brian Sutherland — an AI advisor & delivery consultant who spent years inside a large enterprise healthcare organization scaling a virtual agent from rough concept to a multi-team platform serving millions of interactions.

I didn't just advise. I owned the operating model, ran the discovery that revealed a 42% customer abandonment rate no one knew existed, and built the business case that unlocked $1.2M+ in seed funding.

My approach starts where most AI conversations skip: real customer intent, the decision logic behind the experience, and the operating model that has to hold it all together under regulatory pressure and internal politics.

Brian D. Sutherland

Brian Sutherland

AI Advisory & Operating Model Consultant
Silver Sigil Solutions

Find out where your AI is actually creating value

The M.I.C.E. Framework is a free diagnostic that shows you where your AI is actually creating value — and where it's just moving faster through a broken process.

Thank you!

Ready to start?

Not sure where your initiative is at risk?

Book a 60-minute decision triage session.

Walk in with your current plan
Walk out knowing where it will break and what to do about it.

Book a call now — $250

Pressure-testing the AI decisions that determine whether an enterprise initiative scales or stalls.

SOLUTIONS

SILVER SIGIL

AI Decision Review — $250

AI Decision & Delivery Sprint

Advisory Retainer

Get the M.I.C.E. Framework

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