Customer Operations
Know what every customer costs you to serve, while it is happening.
AI is billed by the token (language models) and by the minute (transcription), not by the seat. A busy customer, a longer prompt or a new model can change your costs overnight, and the invoice only tells you a month later. Customer Operations is the portal MAICEM customers use to track usage and AI cost for each of their own customers in real time, so they can manage the cost of their AI systems before it reaches the margin.
Why it exists
AI cost grows with use, so a few heavy users or a model change can quietly turn a profitable customer into a loss. Customer Operations turns every model call and every voice minute into a cost you can see by customer, by user and by task, so pricing, plans and model choices are made on real numbers.
What you can see
- Cost per customer, per user and per task, updated as usage happens
- Cost by stage and by model, such as Claude on Amazon Bedrock and transcription
- Daily trends against the previous period
- Prices kept in US$ as AWS bills them, shown in A$ at a dated exchange rate
What you can do about it
- Amber and red alarms when a customer, a user or the daily total runs over
- Benchmark models on cost and quality, then swap them without a release
- Track feedback from inside your app through to Jira
- Manage customers, plans and tenants in one place