From there, it's time to develop your strategy for implementation. It can seem quite daunting at first, but once broken down into a few practical steps, the task looks more manageable. There's no definitive template to follow, but here are a few important considerations:
1. Clarify your objectives
Understand what you're hoping to achieve from a business perspective and the technical and cultural changes required to drive lasting success. The questions outlined above can help with this stage.
2. Outline your business case
This will be informed by your conversations with key stakeholders on which parts of the customer journey to enhance with AI. Define the resulting processes clearly. Talk to your customers so you can define a use case to address specific needs your customers want addressed. Then you can target solutions, such as chat bots, to help satisfy your customer pain points. Then test what you put in place and learn from it before a full-blown roll out.
3. Assemble a team
Now it's time to put together an internal team to work on the project. This could include a lead business sponsor, a project manager, a contact center supervisor and agent, IT administrator and developer.
4. Decide which technology to deploy
Carry out rigorous due diligence to choose the right vendor. Consider what level of support they are able to offer, feedback from existing customers and future product roadmaps.
5. Decide who will do it
Determine whether this will be something you do 100% in-house or if a third-party provider could offer some help. See below for a look at the benefits of a third-party provider.
6. Conduct an IT readiness review
Next, your IT team or an external third-party should check whether your physical network and IT systems are capable of supporting the new technology. Consider elements like cyber security risk, bandwidth, connectivity and network performance.
7. Plan for the big day
Your contact center of the future is nearly ready. One final stage is to ensure all project stakeholders have clearly defined expectations of when the system will go live, how onboarding and agent training will work, and how success will be measured going forward.