Planning Phase
- Map customer journey and key touchpoints
- Define success metrics (CSAT, resolution time, automation rate)
- Identify high-volume, repeatable inquiries for automation
- Document existing knowledge base content
- Get stakeholder buy-in and budget approval
Configuration
- Configure AI responses for top inquiry types
- Set up routing rules and escalation paths
- Integrate with CRM and ticketing system
- Enable sentiment analysis for prioritization
- Define human handoff triggers
Training & Testing
- Train AI on historical tickets and conversations
- Test with internal team before launch
- Validate accuracy and response quality
- Refine based on feedback
Launch & Monitor
- Start with limited channels/segments
- Monitor performance metrics daily
- Gather customer and agent feedback
- Iterate and expand coverage