Use of AI in DEFINE 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 1: DEFINE (The Problem and Goals) 

The goal here is to clearly identify the problem, the scope of the project, and the voice of the customer (VOC).

Traditional Six Sigma Approach 

• Hold meetings with stakeholders.

• Create a Project Charter.

• Use surveys and feedback forms to gather VOC.

AI Enhancement 

• Natural Language Processing (NLP) for VOC Analysis: Use AI to analyze 100% of customer interactions (calls, chats, emails) instead of a small sample. AI can automatically identify:

• Predominant customer intents (e.g., "billing question," "technical support").

• Emerging issues and trends *before* they become widespread.

• Customer sentiment (satisfied, frustrated, angry) at scale.

• AI-Powered Project Scoping: AI can analyze historical data to predict which problems, if solved, would have the highest impact on key metrics like Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR).

Output 

A data-driven project charter focused on a critical problem, defined by AI-analyzed customer sentiment and intent data. (e.g., "Reduce handle time for billing inquiries by 20% while improving CSAT scores, as AI has identified this as a primary driver of frustration.")