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Roadmap — LLM Support Assistant From Pilot to General Availability

A month-by-month roadmap for taking a fictional retailer's customer-support LLM assistant from an internal pilot to general availability, with evaluation, retrieval, safety and cost work in their own lanes: 16 items (4 done, 4 in progress, 7 planned, 1 at risk) and 3 milestones, status date 19 Apr 2027. All 21 dependencies finish before their dependents start — the customer beta waits for red-teaming and the DPIA, and GA waits for online evaluation — and the longest chain, six steps, runs from the golden set through CI evals, model routing and the semantic cache to GA and the voice pilot. Illustrative roadmap.

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Northloom support assistant — 2027 roadmapNorthloom support assistant — 2027 roadmapRetrieval-augmented assistant for chat and agent assist · gated by offline and online evaluationDone 4In progress 4Planned 7At risk 13 milestones21 dependenciesStatus date 19 Apr 2027LANES · MONTH2027JanFebMarAprMayJunJulAugSepOctNovDecMILESTONESToday · 19 Apr 2027Evaluation and quality3 itemsRetrieval andknowledge3 itemsSafety and governance3 items · 1 at riskProduct surfaces4 itemsMLOps and cost3 itemsGolden set: 1,500 graded chats · (2027-01 .. 2027-02) · done · owner Quality leadAutomated evals in CI · (2027-03 .. 2027-04) · in progress · 80%Online A/B: deflection and CSAT · (2027-07 .. 2027-09) · plannedHelp-centre and macro ingestion · (2027-01 .. 2027-03) · doneHybrid search with re-ranking · (2027-04 .. 2027-05) · in progress · 60%Order-status answers via API tools · (2027-06 .. 2027-08) · plannedPII redaction and topic guardrails · (2027-01 .. 2027-03) · doneRed-team: prompt injection and data leakage · (2027-04 .. 2027-05) · at risk · owner SecurityDPIA and EU AI Act transparency notice · (2027-02 .. 2027-05) · in progress · 50%Agent-assist reply drafts · (2027-01 .. 2027-02) · doneCustomer chat widget · (2027-04 .. 2027-05) · in progress · 40%Warm handoff to a human with context · (2027-07 .. 2027-08) · plannedVoice channel pilot · (2027-10 .. 2027-12) · plannedModel routing by confidence · (2027-05 .. 2027-07) · plannedSemantic cache and cost dashboard · (2027-08 .. 2027-09) · plannedDrift monitoring and weekly eval report · (2027-10 .. 2027-12) · plannedInternal pilot: 200 agents · (2027-03-01) · milestone, achievedCustomer beta: 5% of chats · (2027-06-15) · milestone, plannedGeneral availability · (2027-10-01) · milestone, plannedGolden set: 1,500graded chatsQuality leadAutomated evals inCI · 80%Online A/B: deflection and CSATHelp-centre and macro ingestionHybrid search withre-ranking · 60%Order-status answers via API toolsPII redaction and topic guardrailsRed-team: prompt injection and data leakageSecurityDPIA and EU AI Act transparency notice · 50%Agent-assist replydraftsCustomer chatwidget · 40%Warm handoff to ahuman with contextVoice channel pilotModel routing by confidenceSemantic cache andcost dashboardDrift monitoring and weekly eval reportInternal pilot: 200 agentsCustomer beta: 5% of chatsGeneral availabilityCHECKS16 items in 5 lanes and 3 milestones: 4 done, 4 in progress, 7 planned, 1 at risk — every dependency finishes before its dependent starts.1 item at risk: “Red-team: prompt injection and data leakage”.Longest dependency chain: “Golden set: 1,500 graded chats” → “Automated evals in CI” → “Model routing by confidence” → “Semantic cache and cost dashboard” → “General availability” → “Voice channel pilot” (6 steps, ending 31Dec 2027).All 21 dependencies finish before their dependents start.Nothing is past its date and unfinished as of 19 Apr 2027.Illustrative example: Northloom is a fictional retailer; volumes, targets and dates are invented for demonstration.

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title "Northloom support assistant — 2027 roadmap"
subtitle "Retrieval-augmented assistant for chat and agent assist · gated by offline and online evaluation"
note "Illustrative example: Northloom is a fictional retailer; volumes, targets and dates are invented for demonstration."
axis months 2027-01 .. 2027-12
today 2027-04-19

milestone pilot "Internal pilot: 200 agents" 2027-03-01 done after agent, golden
milestone beta "Customer beta: 5% of chats" 2027-06-15 planned after widget, redteam, dpia, hybrid
milestone ga "General availability" 2027-10-01 planned after online, account, cache

lane "Evaluation and quality" color: violet
  item golden "Golden set: 1,500 graded chats" 2027-01 .. 2027-02 done owner: "Quality lead"
  item evalci "Automated evals in CI" 2027-03 .. 2027-04 in progress 80% after golden
  item online "Online A/B: deflection and CSAT" 2027-07 .. 2027-09 planned after evalci, beta

lane "Retrieval and knowledge" color: sky
  item ingest "Help-centre and macro ingestion" 2027-01 .. 2027-03 done
  item hybrid "Hybrid search with re-ranking" 2027-04 .. 2027-05 in progress 60% after ingest
  item account "Order-status answers via API tools" 2027-06 .. 2027-08 planned after hybrid

lane "Safety and governance" color: rose
  item guard "PII redaction and topic guardrails" 2027-01 .. 2027-03 done
  item redteam "Red-team: prompt injection and data leakage" 2027-04 .. 2027-05 at risk after guard owner: "Security"
  item dpia "DPIA and EU AI Act transparency notice" 2027-02 .. 2027-05 in progress 50%

lane "Product surfaces" color: blue
  item agent "Agent-assist reply drafts" 2027-01 .. 2027-02 done
  item widget "Customer chat widget" 2027-04 .. 2027-05 in progress 40% after guard
  item handoff "Warm handoff to a human with context" 2027-07 .. 2027-08 planned after beta
  item voice "Voice channel pilot" 2027-10 .. 2027-12 planned after ga

lane "MLOps and cost" color: emerald
  item routing "Model routing by confidence" 2027-05 .. 2027-07 planned after evalci
  item cache "Semantic cache and cost dashboard" 2027-08 .. 2027-09 planned after routing
  item drift "Drift monitoring and weekly eval report" 2027-10 .. 2027-12 planned after ga