1. Define the pilot scope
Choose a narrow set of caller needs and write down what success would mean for users and your operations team. Decide which requests the pilot must not handle.
2. Design the conversation
Use clear prompts, confirm important information, and offer a straightforward way to reach a person. Account for interruptions, different accents, background noise, and language changes.
3. Compare support paths
| Situation | Recommended path |
|---|---|
| Routine information | Provide an approved answer |
| Sensitive or unclear request | Hand over to a trained employee |
4. Review the pilot
Test conversations with appropriate consent and review failures with the team. Only expand the scope after evaluating the experience and addressing known issues.
