How We Measure Outcomes
Three rules govern every metric we publish:
- Every metric is tied to a named customer. No anonymous "a leading bank" stats; either the customer goes on record, or we don't publish.
- Every metric is methodology-cited. What was measured, how, against what baseline, over what window.
- Conservative bounds preferred. When we have multiple instrumentation sources, we report the lower bound.
Translation Agents – EDI
EDI's analyst team was spending six figures annually on outside-counsel translation with weeks of cycle time. Translation Agents cut that cost by 85% and compressed per-document cycle time from 12 hours to 2 minutes - with the full audit chain preserved.
- 85% cost reduction – annual translation spend cut by year one
- 360× throughput – 140-page documents from 12 hours to 2 minutes
- 14+ languages live – expanded from 3, no additional vendor cost
Voice Agents – Financial Services
A North American financial-services CX team replaced after-hours voicemail with always-on voice agents. The agent handles inbound calls 24/7 in three languages, with sub-second turn-taking. CSAT went up, not down, after the deployment.
- +18 CSAT points – after-hours quality matched in-hours by month 2
- 62% ops cost reduction – annual call-center spend cut without reducing service hours
- 1.2M calls/month – peak day 50K concurrent, no human queue overflow
QMS Compliance – MedDevice
A German medical-device manufacturer was spending weeks of compliance-team time before every audit cycle. QMS Compliance Agents compressed prep to hours and tripled the client volume the same team could handle - with audit findings dropping 87% from consistent document retrieval.
- Audit prep: weeks → hours – same scope, fraction of the cycle
- 3× client volume – capacity tripled without additional headcount
- ↓ 87% audit findings – consistent retrieval drops auditor findings dramatically
Common Patterns Across Deployments
Looking across these three customers - and the dozens of smaller engagements that haven't graduated to full case studies yet - a few patterns recur:
- The first agent ships in 2-4 weeks. Pilot in days, production in weeks. The bottleneck is usually security review, not LuMay engineering.
- Payback is visible by week 12. Most engagements show ROI-positive metrics in their first quarter; only one outlier took longer (an EU on-prem deployment that required additional compliance work).
- Cost-per-agent drops with the second deployment. Shared platform fabric and institutional knowledge mean the eleventh agent costs less than the second.
- Adoption is the harder problem, not capability. Where we've paired engineering with Academy enablement, adoption sticks. Where we haven't, we've had to come back and add it.
Every metric is tied to a named customer with methodology cited. If we can't name and cite it, we don't publish it.