What to check before adding AI to your contact centre

AI in a contact centre can lift both CX and productivity - but only if the fundamentals are in place. Use this checklist before rolling AI out to live customer traffic.

Before you switch AI on

Call recording enabled, consented and stored compliantly
Clean queue and skill routing already working reliably
CRM fields agreed for AI-generated summaries and tags
QA framework that reviews AI outputs, not just agent calls
Fallback path from AI to human clearly designed

Metrics to track from day one

Containment rate (calls fully resolved by AI)
Escalation rate and reason codes
CSAT delta between AI-handled and human-handled contacts
Average handle time and after-call work

Next steps

Talk to a specialist about how this applies to your business -book a 30-minute call.

Talk to a UK technology partner who's done this for 20 years

Book a practical, no-pressure consultation. We'll review your current setup, show where AI communications, cloud telephony or managed IT could improve customer experience and reduce admin - and tell you straight if you don't need us.

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