Agent Assist Pilot Scoping (Onboarding)
A checklist with 7 steps: Map the client's live contact channels before proposing any assist layer.
By InnovaAI ResearchPublished
What are the steps?
Agent Assist Pilot Scoping (Onboarding)
- 01
Map the client's live contact channels before proposing any assist layer
Log which of voice, chat, and email carry volume today, and pull 30 days of handle-time and first-contact-resolution baselines per channel so the pilot has a measurable starting point.
- 02
Confirm the assist capability ships inside the platform the client already runs
Agent assist rarely arrives standalone; it usually bundles into an omnichannel stack alongside routing and quality tooling, so check whether the incumbent vendor already exposes suggested replies or next-best actions before scoping a separate purchase.
- 03
Pick one channel and one queue for the pilot, not the whole floor
A single high-volume queue with stable intent mix gives a clean read on handle time inside 30 days; spreading the pilot across every team makes attribution impossible and invites the commodity-feature objection.
- 04
Write the human-in-the-loop rule into the pilot charter
State plainly that agents accept, edit, or reject every suggestion, and that no automated reply reaches a customer without an agent action, which answers the liability questions clients now raise about autonomous workflows.
- 05
Set the three pilot metrics and their pass thresholds before go-live
Agree on average handle time, first-contact resolution, and CSAT, with a target delta and a review date; without pre-committed thresholds the pilot ends in anecdote rather than a renewal case.
- 06
Document where client conversation data is stored and whether it trains a shared model
Buyers increasingly ask whether their transcripts enter a common training pool, and having the answer on file shortens security review and protects the retainer if the client's legal team pushes back.
- 07
Price the pilot as a scoped engagement with a defined conversion path
Quote a fixed pilot fee with a written option to fold the capability into the platform retainer at a named rate, so the work does not get absorbed as a free feature of the existing contract.