Getting Started: 30-60-90 Day Roadmap
Days 1-30: Foundation
Assessment, planning, and initial setup
Audit Current Workflows
Identify automation opportunities and top FAQ categories
Establish Baseline Metrics
Document current CSAT, AHT, FCR, and cost per contact
Evaluate Platforms
Assess integration requirements and accuracy benchmarks
Select Pilot Use Case
Choose high-volume, low-risk scenario for initial deployment
Days 31-60: Implementation
Build, integrate, and pilot test
Clean Knowledge Base
Optimize content for AI training and retrieval
Analyze Historical Tickets
Identify top 5 FAQ categories representing 60-80% of volume
Set Up CRM Integration
Connect AI to customer data and order systems
Train Agents on AI Collaboration
Prepare team for human-AI hybrid workflows
Days 61-90: Optimization
Scale, measure, and refine
Measure ROI
Compare baseline metrics to current performance
Expand Workflows
Add complex scenarios: returns, account modifications
Implement Feedback Loops
Agent corrections improve AI responses continuously
Plan Phase 2
Develop 6-12 month roadmap for channel expansion
Conclusion: Building an AI-First Customer Service Strategy
The transition to AI-first customer service is no longer optional—it is a competitive imperative driven by customer expectations for instant, personalized, 24/7 support.
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Read our conclusion on building an AI-first customer service strategy.