AI Implementation Roadmap

Implementation Roadmap & Considerations

• Start Small: Begin with a pilot project on a specific process (e.g., "handling returns") or a single team.

• Data Foundation: Ensure you have clean, accessible data. AI is only as good as the data it learns from.

• Change Management: This is crucial. Position AI as a tool to *augment and empower* agents, not replace them. Involve agents in the process from the start.

• Technology Partnership: You will likely need to partner with vendors specializing in Contact Center AI, Speech Analytics, and Process Mining.

• Skills Development: Upskill your Six Sigma belts (Green Belts, Black Belts) to understand AI and data science concepts.

By following this framework, you move the contact center from a cost center focused on efficiency (AHT) to a value center focused on effectiveness (FCR, CSAT, NPS) and truly customer-centric operations.