Is your team ready for an AI support assistant?
Answer ten questions about your team. You get a score, a breakdown by area, and a short, ordered list of what to sort out first.
What the checklist covers
An assistant is only as good as what it has to work with. These ten questions cover the six things that decide how well it does in the first month.
Knowledge
- Our answers to the 20 questions customers ask most are written down somewhere, such as a help center or an FAQ.
- Our refund, return, shipping, cancellation or service policies are written down and current.
Volume
- We know how many conversations we handle a month and the top five reasons customers contact us.
- A large share of our questions, a third or more, are repeats we could answer from existing information.
People
- We know when a customer should reach a person, and someone owns those conversations.
- We have decided which topics are for people only, such as payments, health, legal or account security.
- Someone can spend about an hour a week reviewing the assistant's answers during the first month.
Systems
- Order, booking or account status can be looked up in a system we could connect, such as through an API or a shop platform.
Channels
- We know which channels our customers use today: email, chat, WhatsApp, text or phone.
Measuring
- We track at least one of first response time, resolution time or customer satisfaction today.
Questions about getting ready
What does an AI support assistant need before it can help?
Mostly written-down knowledge: clear answers to your most common questions and your policies in plain words. After that it needs a way to reach a person when it should, and ideally a way to look up order or account status. The checklist covers each of these.
How much of my knowledge needs to be written down first?
Start with your 20 most common questions. Those usually account for a large share of tickets, and an assistant that answers them well is already useful. You can add the rest as you see what customers ask.
What should always go to a person?
That is your decision, and it is worth making before launch. Common choices are angry customers, refunds above a set amount, and anything involving payments, health, legal advice or account security. Write the list down and name who picks those conversations up.
How long does it take to get ready?
It depends on how much is already written down. A team with a help center and clear policies can be ready in days. A team starting from nothing should expect to spend a week or two writing down its top questions first.
Are my answers saved?
They stay in your browser. If you choose to leave your email under the result, we receive your score and the areas to work on, and nothing else.