Suite 06 of 7
Turn customer information into actionable insight.
Bring reporting, dashboards, revenue intelligence and AI-assisted analysis closer to the teams responsible for customer engagement and commercial performance.
The Intelligence Suite turns records into signals, signals into insight and insight into a suggestion — and stops there, because the decision belongs to a person.
Reports are rebuilt in separate BI tools because the CRM data is not trusted.
AI suggestions appear without explanation of who accepted them or why.
Forecasts are not compared with outcomes, so they never improve.
Insights reach managers after the moment to act has passed.
Four layers, read from top to bottom: records become signals, signals become insight, insight becomes a suggestion — and a person decides. The governance rail on the right applies to every layer.
Use the arrow keys on a step to move along the flow. The panel below the diagram describes the selected step.
Record · Step 1 of 7
Leads, accounts, opportunities, cases, subscriptions and campaigns are the source for every insight.
01 RecordRecords
Leads, accounts, opportunities, cases, subscriptions and campaigns are the source for every insight.
02 ActivitySignals & models
Activity, engagement, usage and sentiment become signals for scoring.
03 ActivitySignals & models
Lead and opportunity scores and churn-risk indicators help prioritise. They are inputs to a decision, not the decision.
04 RecordInsight
Reports and dashboards are built and scheduled for the teams who act on them.
05 ActivityInsight
Summaries, drafts and suggested next steps are offered for a person to review and edit.
06 DecisionDecision
A person accepts, edits or rejects the suggestion; nothing is sent or changed without them.
07 RecordDecision
The action and its outcome feed pipeline-health and deal-risk indicators and the comparison of forecasts with outcomes.
Governance rail · applies to every layer
Administrators control where AI assistance is used and review its output.
01 RecordRecords
Leads, accounts, opportunities, cases, subscriptions and campaigns are the source for every insight.
02 ActivitySignals & models
Activity, engagement, usage and sentiment become signals for scoring.
03 ActivitySignals & models
Lead and opportunity scores and churn-risk indicators help prioritise. They are inputs to a decision, not the decision.
04 RecordInsight
Reports and dashboards are built and scheduled for the teams who act on them.
05 ActivityInsight
Summaries, drafts and suggested next steps are offered for a person to review and edit.
06 DecisionDecision
A person accepts, edits or rejects the suggestion; nothing is sent or changed without them.
07 RecordDecision
The action and its outcome feed pipeline-health and deal-risk indicators and the comparison of forecasts with outcomes.
Governance rail · applies to every layer
Administrators control where AI assistance is used and review its output.
Each capability: its purpose, what it covers, who decides, the records it keeps and how exceptions are handled. Functions included in a deployment are agreed during solution design.
Draft, summarise and suggest, for a person to review and edit.
The user decides what to use, edit or discard. Administrators decide where the copilot is available.
Provide scores that help prioritise leads, opportunities and accounts.
Users decide the action. The AI governance owner decides where scoring is used.
New capability in the Suite structure.
Build reports and dashboards and schedule their delivery.
Analysts build reports. Report owners decide who receives them.
New capability in the Suite structure.
Show pipeline health and deal risk, and compare forecasts with outcomes.
Sales managers decide what to inspect. Leadership decides the forecast.
“AI suggests; people decide; both are recorded.”
Trigger: A score lacks enough data
Who acts: Shown as indicative to the user
No action is taken on the score alone.
Trigger: User rejects a suggestion
Who acts: The user
The rejection is recorded; nothing changes.
Trigger: Scheduled delivery fails
Who acts: Report owner
The owner is notified and decides.
Trigger: A team asks to use AI assistance in a new place
Who acts: AI governance owner
Enabled only by an administrator under the AI usage policy.
Rules and automation
Deterministic and configured.
AI assistance
Suggestions a person reviews; the suggestion and the decision are recorded.
Not offered
Decisions that stay with people.
Measures teams can follow where configured. Names only: targets and results belong to each organisation.
Forecast compared with outcome
From Revenue Intelligence
Pipeline health by segment
From Revenue Intelligence
Suggestions accepted and rejected
From AI Copilot
Report usage
From Reports & Dashboards
Score coverage
From Predictive AI
How the Suite relates to recognised standards. This describes alignment of practice; conformity and certification belong to each organisation.
ISO/IEC 42001 — AI management systems
Context: an AI management system belongs to the organisation operating it; no conformity is claimed here.
NIST AI RMF 1.0
Context for govern, map, measure and manage practices applied to AI features.
ISO/IEC 23894 — AI risk management
Context for assessing risks of AI assistance.
GDPR Article 22
Applies to the customer's use: safeguards for automated decision-making — here, a person decides.
ISO 8000 · ISO/IEC 25012 — data quality
Context for the quality of the records analytics depend on.
Each audience gets the layer it needs.
What should teams see, and when?
Accountable: Analyst
Where is the pipeline healthy or at risk?
Accountable: Sales and service managers
What should I do next, and how do I write it?
Accountable: Reps, agents and CSMs
Where may AI be used, and who reviews it?
Accountable: AI governance owner
iShield Connect owns CRM and customer engagement. Each other platform keeps its own responsibility.
The Intelligence Suite owns
Reports, dashboards, scores, suggestions and revenue indicators built on Connect's customer records.
Owns
iShield Nexus has its own operational intelligence for service and technology operations; no shared model is implied.
Owns
Financial actuals stay in iShield One; Connect reads them only through iShield Link where implemented.
Owns
Where an organisation runs iShieldGRC, its AI governance programme and management system sit there.
These boundaries describe how responsibilities are intended to divide between the platforms. Integration depth depends on how they are implemented and configured.
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