Your 30-60-90 Day AI Customer Service Roadmap

This roadmap provides a realistic timeline for launching AI customer service with measurable milestones at each stage.

Days 1-30: Foundation

Week 1-2: Discovery

• Analyze current support ticket data
• Identify top 10 query types by volume
• Calculate current cost per contact
• Survey team for pain points

Week 3-4: Planning

• Define success criteria and KPIs
• Create project timeline and resource plan
• Build business case for leadership
• Begin vendor shortlisting

Day 30 Milestone: Business case approved, vendor shortlist finalized

Days 31-60: Setup

Week 5-6: Vendor Selection

• Conduct demos with top vendors
• Run proof-of-concept with 2-3 finalists
• Make final selection and negotiate contract

Week 7-8: Configuration

• Set up AI platform and integrations
• Import knowledge base content
• Configure initial conversation flows
• Train team on new tools

Day 60 Milestone: Platform configured, ready for pilot

Days 61-90: Launch & Learn

Week 9-10: Soft Launch

• Deploy to limited traffic (10-20%)
• Monitor every conversation closely
• Address issues in real-time
• Gather initial performance data

Week 11-12: Optimization

• Analyze pilot results
• Improve underperforming responses
• Expand traffic percentage gradually
• Document lessons learned

Day 90 Milestone: 50%+ traffic on AI, baseline metrics established

Beyond 90 Days

• Continue scaling and optimizing
• Expand to additional channels
• Add more complex use cases
• Measure and report ROI