Use of AI in MEASURE 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 2: MEASURE (The Current Performance)

This phase is about establishing baselines and collecting data on the current process.

Traditional Six Sigma Approach

• Manually collect data from call logs, CRM systems, and ACD reports.

• Manual time-motion studies.

• Calculate baseline metrics like Average Handle Time (AHT), FCR, CSAT.

AI Enhancement

• Automated Speech Analytics (ASA) & Text Analytics: AI tools can automatically process all calls and chats to measure metrics with extreme precision, without human bias.

• Process Mining: AI can analyze data from various systems (CRM, ticketing, phone system) to visually map the *actual* customer journey, identifying bottlenecks, dead-ends, and unnecessary loops that are invisible manually.

• Automated Metric Calculation: AI provides real-time, continuous measurement of all key metrics, moving beyond periodic snapshots.

Output

A precise, automated, and holistic baseline measurement of the entire customer service process, including quantitative (AHT) and qualitative (sentiment) data.