How to run an agent assist pilot program before full deployment
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Bella Williams - 10 min read
Running an agent assist pilot program before full deployment is a crucial step in ensuring that your organization maximizes the benefits of AI technology in customer service. This guide will provide you with a comprehensive overview of how to effectively implement a pilot program, evaluate its success, and prepare for a full rollout. By understanding the technology, setting clear objectives, and engaging the right participants, you can ensure that your agent assist solution enhances agent performance, improves customer experience, and drives operational efficiency.
Understanding Agent Assist Technology
Core Definition:
Agent assist technology leverages real-time artificial intelligence to monitor customer interactions, understand context and intent, and provide agents with relevant information, guidance, and recommendations during conversations. This support improves outcomes by enabling agents to respond quickly and accurately to customer inquiries.
What It's NOT:
- Not just a searchable knowledge base
- Not static scripts or call flows
- Not post-call quality scoring
- Not a chatbot or IVR system
The Technology Stack:
Agent assist technology consists of several layers that work together to provide seamless support:
- Conversation Intelligence: Real-time speech-to-text and text analysis that captures and understands conversations.
- Context Engine: Understands conversation meaning, customer sentiment, and call purpose.
- Intelligence & Decision Engine: AI that determines what guidance to provide based on context.
- Presentation & Delivery: User interface displaying guidance without disrupting agent workflow.
- Integration Framework: Connections to contact center platforms, CRM, and knowledge systems.
- Analytics & Optimization: Performance measurement and continuous improvement.
Understanding these components is essential as you prepare to run your pilot program. The technology's capabilities will directly impact agent performance and customer experience.
Implementation Considerations
Preparation:
Before launching your pilot program, it’s important to define clear goals and metrics. Ask yourself:
- What specific outcomes do you want to achieve? (e.g., reduced average handle time, improved first call resolution)
- How will you measure success? (e.g., customer satisfaction scores, agent feedback)
Execution:
Scope:
- Select 20-50 agents to participate in the pilot over 60-90 days.
- Focus on 2-3 high-priority use cases that align with your business objectives.
Structure:
- Weeks 1-2: Implementation & training. Provide agents with the necessary training on using the agent assist tool effectively.
- Weeks 3-6: Supervised usage with optimization. Monitor interactions and gather feedback to make adjustments.
- Weeks 7-10: Performance measurement. Analyze data to evaluate the effectiveness of the tool.
- Weeks 11-12: Decision & planning. Assess results and determine next steps for full deployment.
Evaluation:
During the pilot, focus on key metrics to evaluate success:
- Technology performance against benchmarks (e.g., transcription accuracy, latency).
- Measurable improvement in target metrics (e.g., average handle time, first call resolution).
- Agent satisfaction and adoption rates.
Iteration & Improvement:
Based on the feedback and data collected during the pilot, make necessary adjustments to the technology, training, and processes. This iterative approach ensures that the final deployment is well-informed and tailored to your agents' needs.
Core Platform Capabilities
When selecting an agent assist platform, ensure it includes must-have features that will enhance your pilot program's effectiveness:
Real-Time Processing:
- Sub-2-second latency from speech to guidance.
- Continuous analysis throughout the interaction.
Context-Aware Knowledge Surfacing:
- Automatically displays relevant information based on the ongoing conversation.
Sentiment Detection & Escalation Prevention:
- Recognizes emotional shifts and prompts de-escalation tactics.
Compliance Monitoring:
- Ensures regulatory adherence and prompts required disclosures.
Multichannel Support:
- Works across voice, chat, email, and social media.
CRM & System Integration:
- Seamless connection with existing technology stacks.
Supervisor Analytics:
- Real-time monitoring and performance insights for better coaching.
By ensuring that your chosen platform includes these capabilities, you can set your agents up for success during the pilot phase and beyond.
Business Impact & Metrics
To understand the effectiveness of your agent assist pilot program, focus on key business metrics that reflect its impact:
Efficiency Metrics:
- Average Handle Time (AHT): Aim for a 10-25% reduction through faster information access.
- Transfer/Escalation Rate: Target a 20-40% reduction by empowering agents to resolve issues independently.
- After-Call Work (ACW): Seek a 15-30% reduction through auto-documentation features.
Quality Metrics:
- First Call Resolution (FCR): Strive for a 10-20 percentage point increase.
- Customer Satisfaction (CSAT): Aim for an 8-15% improvement based on faster resolutions.
Revenue Metrics:
- Conversion Rate: Target a 15-30% increase for sales teams through better objection handling.
- Retention/Churn: Aim for a 10-25% improvement in customer retention rates.
Cost Metrics:
- Cost Per Contact: Seek a 15-30% reduction through improved efficiency.
- Agent Attrition: Aim for a 20-40% improvement by reducing stress and enhancing job satisfaction.
These metrics will help you evaluate the pilot program's success and provide a clear justification for the full deployment of the agent assist technology.
Frequently Asked Questions
Q1: What is the ideal duration for a pilot program?
A1: A pilot program typically lasts between 60-90 days, allowing enough time to gather meaningful data and feedback.
Q2: How many agents should participate in the pilot?
A2: A group of 20-50 agents is recommended to ensure a representative sample while maintaining manageable oversight.
Q3: What key metrics should I measure during the pilot?
A3: Focus on average handle time, first call resolution, customer satisfaction scores, and agent feedback.
Q4: How can I ensure agent buy-in for the new technology?
A4: Provide comprehensive training, involve agents in the selection process, and communicate the benefits clearly.
Q5: What should I do if the pilot program does not meet expectations?
A5: Analyze the data to identify areas for improvement, gather agent feedback, and make necessary adjustments before full deployment.
By following this structured approach to running an agent assist pilot program, you can ensure a successful transition to full deployment, leading to enhanced agent performance and improved customer experiences.
