AI phone agent: evaluation & implementation
Business question
Can all or part of inbound calls be handled by an AI phone agent, for which call reasons, with what level of quality and risk, and for what return on investment?
Data required
Call recordings and transcripts (representative sample), call reasons and outcome of each call, handle times and wait times, abandonment and callback rates, satisfaction scores by reason, contact center costs, scripts and business rules, volumes by time slot, follow-up contacts on other channels after the call.
Sample result
A data-driven decision brief: share of automatable calls by reason, dashboard of the tested agent's metrics (resolution without transfer, intent understanding, handle time, satisfaction, answer compliance), comparison with live-agent handling, business case (cost per contact, capacity freed up) and a phased rollout roadmap with go-live criteria.