Use of AI in IMPROVE 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 4: IMPROVE (The Process)

Develop and implement solutions to address the root causes.

Traditional Six Sigma Approach

• Brainstorming solutions.

• Piloting new scripts, workflows, or training programs.

• Implementing technology changes (e.g., new CRM screen).

AI Enhancement

• Real-Time Agent Assist: The flagship application. AI listens to the live call and provides the agent with:

• Knowledge Retrieval: Automatically pulls the exact information the agent needs from knowledge bases.

• Next-Best-Action: Suggests the most optimal action (e.g., "offer a discount," "escalate to tier 2").

• Sentiment Alerting: Warns the agent that customer frustration is rising.

• Intelligent Process Automation (IPA): Automate the root-cause bottlenecks identified in Phase 3. For example, AI can auto-fill CRM fields from the conversation, eliminating manual data entry.

• AI-Optimized Routing: Move beyond skills-based routing to *context-based* routing, sending customers to the agent best suited to handle their specific *and* emotional needs.

• Personalized Training: AI identifies specific knowledge gaps for each agent and automatically generates customized training modules.

Output

An intelligent, augmented, and streamlined process where AI handles repetitive tasks and empowers agents to focus on empathy and complex problem-solving.