We are planning to transition a legacy customer service workflow to an AI-assisted process over the next quarter, but we are worried about dropping the ball on our customer experience Rocks. How do we execute this transition smoothly?

Question

Tyler Smith · Accepted Answer

Transitioning a legacy workflow is an operations improvement project, not a technology project. To protect your customer experience Rocks during this transition, you must run a parallel testing track. Do not turn off your old human driven process on day one.

Instead, run your new AI assisted process alongside it for at least thirty days. This allows you to audit the AI output against your established human standards without risking your client relationships.

Use your weekly Level 10 Meeting to monitor the transition. Add a temporary metric to your Scorecard to track customer satisfaction and processing errors during the pilot phase. If the AI assisted process causes any friction, solve the issue immediately during the IDS portion of your meeting.

Your goal is to build system dependent operations where the technology consistently produces the same high quality results as your best employees. Ensure that your team members do not view the AI as a replacement for their client relationships, but rather as an assistant that handles the administrative burden.

This allows your team to spend more face to face time with clients, which actually improves your customer service standards. Once the data proves that the AI assisted process is stable, accurate, and faster than the old way, you can fully decommission the legacy workflow with complete confidence.