Use of AI in ANALYZE Phase

A Framework for Integrating Six Sigma and AI in Contact Center Operations

Core Philosophy: Use Six Sigma's *DMAIC* methodology (Define, Measure, Analyze, Improve, Control) as the structural backbone. Infuse each phase with AI capabilities to move from reactive problem-solving to proactive and predictive optimization.

Phase 3: ANALYZE (The Root Causes)

Here, we dig into the data to find the fundamental reasons for defects (e.g., long handle times, low FCR, poor sentiment).

Traditional Six Sigma Approach

• Use tools like Fishbone (Ishikawa) diagrams, Pareto charts, and 5 Whys.

• Rely on agent and team lead hypotheses.

AI Enhancement

• Predictive Analytics & Correlation Analysis: AI can analyze thousands of variables to find hidden correlations. For example: a.) "Calls where agents access more than 3 systems have a 40% longer AHT and 15% lower CSAT." b.) "Calls that contain the phrase 'let me put you on hold' have a strong correlation with negative sentiment."

• Root Cause Identification: Instead of guessing, AI can pinpoint the exact moment in a call where customer sentiment drops or where an agent struggles, providing a data-backed root cause.

• Agent Performance Analysis: AI can segment analysis to identify if problems are systemic (all agents) or isolated to specific groups, shifts, or individuals.

Output

Data-validated root causes of operational inefficiencies and customer dissatisfaction, moving from "we think" to "the data shows."