ENTERPRISE FUNCTIONS

Built around the functions where operational quality changes outcomes.

BergLabs runs AI-assisted operations across the enterprise functions that carry the most volume, the highest stakes, and the tightest compliance requirements.

Where do you need operational control?

High-volume support queues CX & Customer Ops → Lead routing and territory assignment Sales & Marketing Ops → Invoice matching and close ops Finance & Accounting Ops → Onboarding and performance reviews HR & People Ops → Contract and compliance review Legal & Compliance → Ticket triage and incident routing IT Ops →

48 use cases across 6 functions →

Each function runs on the same operating model: structured queues, QA at every step, human review where it counts, and outcomes you can measure.

CX & CUSTOMER OPS

CX & Customer Ops workflows, run with SLA-backed control.

CX & Customer Ops

Workflow OpsQA ControlHuman Review

Map a CX Workflow

Where CX & Customer Ops automation breaks in production.

SLA context gets lost

Production breakpoints

SLA context gets lost

Tickets bounce between tools without urgency, segment, account context, or a clear owner.

Policy decisions over-automate

Refunds, returns, escalations, and sensitive messages need reviewed decision support, not blind automation.

How the operating layer carries it.

01 - Intent classification

Tickets are sorted by intent, urgency, customer segment, SLA risk, and owner before they hit the queue.

02 - SLA-backed routing

Work routes to the right pod or automation path with response clocks and escalation rules visible.

03 - QA feedback loop

Resolved work is sampled, scored, and fed back into reviewer coaching and knowledge-base fixes.

ZendeskIntercomSalesforce Service CloudFreshdeskServiceNow

CX-FLOW -> classified -> routed -> reviewed -> audit ready

CX workflows the operating layer can carry cleanly.

WORKFLOW LIBRARY

Workflow	Signal	Operating step	Review	Systems	Metric
Ticket triage + routing	TR	Classify intent, urgency, customer segment, SLA risk, and owner before work lands in a support queue.	Human review for exceptions and sampled QA.	Zendesk, Intercom, Salesforce Service Cloud	Faster cycle time with cleaner control.
Refund/returns decision support (reviewed)	RF	Prepare policy-backed recommendations while keeping approvals with the right human owner.	Human review for exceptions and sampled QA.	Zendesk, Intercom, Salesforce Service Cloud	Faster cycle time with cleaner control.
QA sampling + coaching	QA	Sample conversations, score quality, identify knowledge gaps, and push coaching notes into the review loop.	Human review for exceptions and sampled QA.	Zendesk, Intercom, Salesforce Service Cloud	Faster cycle time with cleaner control.
Escalation handling + approvals	ES	Detect risk signals early, route to the right specialist, and track approval state against SLA.	Human review for exceptions and sampled QA.	Zendesk, Intercom, Salesforce Service Cloud	Faster cycle time with cleaner control.
Knowledge base gap detection	KB	Find repeated customer friction and turn it into tracked knowledge work for CX and product teams.	Human review for exceptions and sampled QA.	Zendesk, Intercom, Salesforce Service Cloud	Faster cycle time with cleaner control.
PII/compliance checks in customer comms	PI	Flag sensitive language and regulated content before AI-assisted responses reach the customer.	Human review for exceptions and sampled QA.	Zendesk, Intercom, Salesforce Service Cloud	Faster cycle time with cleaner control.
Call/chat summarization + disposition	CS	Summarize conversations, apply disposition tags, and hand clean context to downstream systems.	Human review for exceptions and sampled QA.	Zendesk, Intercom, Salesforce Service Cloud	Faster cycle time with cleaner control.
Customer sentiment tagging (reviewed)	ST	Tag sentiment and churn signals with human review for strategic accounts and edge cases.	Human review for exceptions and sampled QA.	Zendesk, Intercom, Salesforce Service Cloud	Faster cycle time with cleaner control.

SALES & MARKETING OPS

Sales & Marketing Ops workflows, run with revenue accountability.

Sales & Marketing Ops

Workflow OpsQA ControlHuman Review

Map a Sales Workflow

Where Sales & Marketing Ops automation breaks in production.

Routing context gets fragmented

Production breakpoints

Routing context gets fragmented

Leads move across tools without territory logic, SLA urgency, or clean owner assignment.

Personalization lacks review

AI-assisted outreach can move fast while strategic-account messaging still needs approval.

How the operating layer carries it.

01 - Lead quality gate

Accounts are enriched, deduped, and checked before they move into revenue systems.

02 - Campaign ops control

Lists, segments, and campaign handoffs are reviewed before outreach or reporting depends on them.

03 - Pipeline hygiene

Stale records, missing fields, and handoff gaps are queued for clean-up with owner visibility.

SalesforceHubSpotClayApolloOutreach

SALES-FLOW -> classified -> routed -> reviewed -> audit ready

Sales workflows the operating layer can carry cleanly.

WORKFLOW LIBRARY

Workflow	Signal	Operating step	Review	Systems	Metric
Lead enrichment + validation (reviewed)	LE	Enrich accounts, validate fields, and keep high-impact changes in a reviewed lane.	Human review for exceptions and sampled QA.	Salesforce, HubSpot, Clay	Faster cycle time with cleaner control.
Lead routing + territory assignment	LR	Route leads by segment, territory, SLA, source, and account ownership before seller handoff.	Human review for exceptions and sampled QA.	Salesforce, HubSpot, Clay	Faster cycle time with cleaner control.
Pipeline hygiene + duplicates	PH	Detect duplicates, missing fields, stale stages, and hygiene gaps across pipeline records.	Human review for exceptions and sampled QA.	Salesforce, HubSpot, Clay	Faster cycle time with cleaner control.
Account intent scoring	AS	Score intent signals and route account movement for human approval where stakes are high.	Human review for exceptions and sampled QA.	Salesforce, HubSpot, Clay	Faster cycle time with cleaner control.
ABM campaign QA	AQ	Check campaign lists, personalization inputs, and suppression rules before launch.	Human review for exceptions and sampled QA.	Salesforce, HubSpot, Clay	Faster cycle time with cleaner control.
MQL→SQL handoff	MS	Package context, qualification notes, next action, and owner state for clean handoff.	Human review for exceptions and sampled QA.	Salesforce, HubSpot, Clay	Faster cycle time with cleaner control.
Outreach personalization with review	OP	Draft personalized outbound while reviewers approve strategic-account messaging.	Human review for exceptions and sampled QA.	Salesforce, HubSpot, Clay	Faster cycle time with cleaner control.
Forecasting data integrity	FD	Flag pipeline data drift, missing close logic, and forecast-quality exceptions.	Human review for exceptions and sampled QA.	Salesforce, HubSpot, Clay	Faster cycle time with cleaner control.

FINANCE & ACCOUNTING OPS

Finance Ops workflows, run with reconciliation discipline.

Finance & Accounting Ops

Workflow OpsQA ControlHuman Review

Map a Finance Workflow

Where Finance & Accounting Ops automation breaks in production.

Exceptions outgrow spreadsheets

Production breakpoints

Exceptions outgrow spreadsheets

Invoice, payment, and vendor issues need ownership, status, and evidence instead of scattered comments.

Audit evidence appears too late

Finance teams need every decision, approval, and output traceable before close pressure begins.

How the operating layer carries it.

01 - Match and reconcile

Invoices, payments, disputes, and exceptions are matched against source evidence before closure.

02 - Exception ownership

Unclear items get a queue, an owner, a next step, and a visible aging trail.

03 - Close readiness

Recurring checks and evidence packs help finance teams close with fewer manual surprises.

NetSuiteQuickBooksSAPStripeAP inbox

FINANCE-FLOW -> classified -> routed -> reviewed -> audit ready

Finance workflows the operating layer can carry cleanly.

WORKFLOW LIBRARY

Workflow	Signal	Operating step	Review	Systems	Metric
Payment reconciliation + dispute resolution	PR	Match payments, flag disputes, route evidence, and keep unresolved items visible.	Human review for exceptions and sampled QA.	NetSuite, QuickBooks, SAP	Faster cycle time with cleaner control.
Invoice intake + exception triage	II	Capture invoice data, match references, and route exceptions to the right reviewer.	Human review for exceptions and sampled QA.	NetSuite, QuickBooks, SAP	Faster cycle time with cleaner control.
Vendor onboarding checks	VO	Verify vendor data, documents, risk fields, and approval state before activation.	Human review for exceptions and sampled QA.	NetSuite, QuickBooks, SAP	Faster cycle time with cleaner control.
Expense classification + audit	EA	Classify expenses, sample anomalies, and preserve audit-ready evidence.	Human review for exceptions and sampled QA.	NetSuite, QuickBooks, SAP	Faster cycle time with cleaner control.
AR collections workflows	AR	Prioritize aging accounts, draft follow-ups, and track owner action.	Human review for exceptions and sampled QA.	NetSuite, QuickBooks, SAP	Faster cycle time with cleaner control.
Month-end close support	MC	Structure close tasks, evidence gaps, and reconciliation status by owner.	Human review for exceptions and sampled QA.	NetSuite, QuickBooks, SAP	Faster cycle time with cleaner control.
Tax document validation	TD	Check document completeness, field accuracy, and reviewer handoff.	Human review for exceptions and sampled QA.	NetSuite, QuickBooks, SAP	Faster cycle time with cleaner control.
Procurement approval workflows	PA	Route approvals, policy exceptions, and supporting evidence through a governed lane.	Human review for exceptions and sampled QA.	NetSuite, QuickBooks, SAP	Faster cycle time with cleaner control.

HR & PEOPLE OPS

HR Ops workflows, run with employee experience standards.

HR & People Ops

Workflow OpsQA ControlHuman Review

Map an HR Workflow

Where HR & People Ops automation breaks in production.

Employee context splits across systems

Production breakpoints

Employee context splits across systems

Onboarding, tickets, documents, and approvals drift when ownership is unclear.

Policy exceptions need care

Benefits, mobility, and compliance workflows need reviewed decisions, not unattended automation.

How the operating layer carries it.

01 - Employee journey queue

Candidate, onboarding, employee, and offboarding tasks move through owned queues.

02 - Policy-safe routing

Sensitive work stays behind review thresholds and documented approval paths.

03 - Completeness checks

Documents, access steps, and people-data updates are checked before they are marked done.

WorkdayBambooHRGreenhouseSlackHR inbox

HR-FLOW -> classified -> routed -> reviewed -> audit ready

HR workflows the operating layer can carry cleanly.

WORKFLOW LIBRARY

Workflow	Signal	Operating step	Review	Systems	Metric
Employee onboarding workflow ownership	EO	Coordinate onboarding steps, owners, deadlines, and system updates through one governed queue.	Human review for exceptions and sampled QA.	Workday, BambooHR, Greenhouse	Faster cycle time with cleaner control.
Document verification	DV	Check forms, eligibility data, policy requirements, and missing evidence before approval.	Human review for exceptions and sampled QA.	Workday, BambooHR, Greenhouse	Faster cycle time with cleaner control.
HR ticket triage + routing	HT	Route employee requests by category, urgency, policy, and owner.	Human review for exceptions and sampled QA.	Workday, BambooHR, Greenhouse	Faster cycle time with cleaner control.
Benefits enrollment QA	BE	Sample benefit selections, deadline gaps, and eligibility issues for review.	Human review for exceptions and sampled QA.	Workday, BambooHR, Greenhouse	Faster cycle time with cleaner control.
Performance review prep	PR	Collect review inputs, missing fields, cycle readiness, and manager reminders.	Human review for exceptions and sampled QA.	Workday, BambooHR, Greenhouse	Faster cycle time with cleaner control.
Internal mobility processing	IM	Track role changes, approvals, eligibility, and transition tasks.	Human review for exceptions and sampled QA.	Workday, BambooHR, Greenhouse	Faster cycle time with cleaner control.
Offboarding workflows	OF	Coordinate access removal, documents, assets, and exit process ownership.	Human review for exceptions and sampled QA.	Workday, BambooHR, Greenhouse	Faster cycle time with cleaner control.
Compliance training tracking	CT	Monitor completion, reminders, exceptions, and audit-ready training evidence.	Human review for exceptions and sampled QA.	Workday, BambooHR, Greenhouse	Faster cycle time with cleaner control.

LEGAL & COMPLIANCE OPS

Legal & Compliance workflows, run with audit-grade governance.

Legal & Compliance Ops

Workflow OpsQA ControlHuman Review

Map a Legal Workflow

Where Legal & Compliance Ops automation breaks in production.

Risk context is not a field

Production breakpoints

Risk context is not a field

Clauses, obligations, and privacy requests require interpretation and reviewer accountability.

Evidence scatters across tools

Audit-readiness suffers when source, decision, approval, and output are not linked.

How the operating layer carries it.

01 - Risk flagging

Contracts, clauses, filings, and evidence requests are reviewed against policy thresholds.

02 - Counsel-ready packets

AI-assisted extraction prepares the facts, while legal reviewers keep judgment in the loop.

03 - Audit evidence trail

Approvals, changes, source documents, and outcomes remain tied to a searchable record.

CLMDMSLegal inboxDocuSignGRC tools

LEGAL-FLOW -> classified -> routed -> reviewed -> audit ready

Legal workflows the operating layer can carry cleanly.

WORKFLOW LIBRARY

Workflow	Signal	Operating step	Review	Systems	Metric
Clause extraction + risk flagging	CE	Extract terms, obligations, and risk signals while reviewers handle judgment calls.	Human review for exceptions and sampled QA.	CLM, DMS, Legal inbox	Faster cycle time with cleaner control.
Compliance document checks	DC	Check document completeness, policy mapping, and required evidence before submission.	Human review for exceptions and sampled QA.	CLM, DMS, Legal inbox	Faster cycle time with cleaner control.
Evidence pack preparation	EP	Collect source files, decisions, approvals, and logs into audit-ready packs.	Human review for exceptions and sampled QA.	CLM, DMS, Legal inbox	Faster cycle time with cleaner control.
Contract redlining workflows	CR	Route redline tasks, reviewer notes, fallback clauses, and approval states.	Human review for exceptions and sampled QA.	CLM, DMS, Legal inbox	Faster cycle time with cleaner control.
Policy update tracking	PU	Track policy changes, affected documents, owners, and follow-through.	Human review for exceptions and sampled QA.	CLM, DMS, Legal inbox	Faster cycle time with cleaner control.
Regulatory filing prep	RF	Structure filing inputs, check gaps, and preserve reviewer evidence.	Human review for exceptions and sampled QA.	CLM, DMS, Legal inbox	Faster cycle time with cleaner control.
GDPR/CCPA request handling	GD	Route privacy requests with identity, timeline, evidence, and approval controls.	Human review for exceptions and sampled QA.	CLM, DMS, Legal inbox	Faster cycle time with cleaner control.
Vendor contract review	VC	Flag vendor terms, risk areas, approval needs, and evidence for counsel.	Human review for exceptions and sampled QA.	CLM, DMS, Legal inbox	Faster cycle time with cleaner control.

IT OPS & HELPDESK

IT Ops workflows, run with change-control rigor.

IT Ops & Helpdesk

Workflow OpsQA ControlHuman Review

Map an IT Workflow

Where IT Ops & Helpdesk automation breaks in production.

Priority gets guessed too late

Production breakpoints

Priority gets guessed too late

Incidents, tickets, and alerts need classification, impact, and owner state before queues back up.

Access and changes need controls

Approvals, rollback plans, and policy checks cannot be hidden inside unattended automation.

How the operating layer carries it.

01 - Incident triage

Incidents are classified by impact, urgency, and owner category before they hit the resolver queue.

02 - Access workflow

Requests are checked against policy, routed to the right approver, and logged with the decision.

03 - Change log on record

Every change action, approval, rollback note, and outcome stays visible in the audit trail.

ServiceNowJira Service ManagementPagerDutyOktaFreshservice

IT-FLOW -> classified -> routed -> reviewed -> audit ready

IT workflows the operating layer can carry cleanly.

WORKFLOW LIBRARY

Workflow	Signal	Operating step	Review	Systems	Metric
Incident triage + routing	IT	Classify incident priority, service impact, owner, and escalation path before routing.	Human review for exceptions and sampled QA.	ServiceNow, Jira Service Management, PagerDuty	Faster cycle time with cleaner control.
Access request approvals	AR	Check role, policy, approval chain, and audit trail before access changes.	Human review for exceptions and sampled QA.	ServiceNow, Jira Service Management, PagerDuty	Faster cycle time with cleaner control.
Change request triage	CT	Route change requests by risk, service impact, rollback state, and approval need.	Human review for exceptions and sampled QA.	ServiceNow, Jira Service Management, PagerDuty	Faster cycle time with cleaner control.
Asset onboarding	AO	Track device, identity, license, and owner readiness through a controlled checklist.	Human review for exceptions and sampled QA.	ServiceNow, Jira Service Management, PagerDuty	Faster cycle time with cleaner control.
Security alert triage	SA	Prioritize alerts, attach evidence, and route high-risk cases to review.	Human review for exceptions and sampled QA.	ServiceNow, Jira Service Management, PagerDuty	Faster cycle time with cleaner control.
Patch deployment QA	PQ	Sample patch readiness, rollout state, exceptions, and post-deployment checks.	Human review for exceptions and sampled QA.	ServiceNow, Jira Service Management, PagerDuty	Faster cycle time with cleaner control.
License audit	LA	Identify unused licenses, ownership gaps, policy exceptions, and cost exposure.	Human review for exceptions and sampled QA.	ServiceNow, Jira Service Management, PagerDuty	Faster cycle time with cleaner control.
IT ticket auto-resolution with review	TA	Resolve repeatable tickets while sampling quality and escalating edge cases.	Human review for exceptions and sampled QA.	ServiceNow, Jira Service Management, PagerDuty	Faster cycle time with cleaner control.

MAP ONE FLOW

Map one flow. See the difference.

Bring one queue, one workflow, or one exception-heavy handoff. BergLabs maps the operating path, automation points, review thresholds, and metrics that make it production-safe.

Map a Workflow

FOUR-WEEK PILOT

Start with one controlled workflow.

We prove the operating model before scaling it: BergFlow holds the controlled record, BergAuto automates routine steps, Quinn reviews exceptions, and Charterr reports the queue.

Start a Pilot