This article covers what you need to know to prepare for a successful onboarding that lays the foundation of a well-performed AI agent.
This article includes the following topics:
Assemble the team
Your teammates are the key to success so pick your best players for this project.
You'll need:
Project Lead
- Typical job title: Head of Customer Support, Head of Customer Experience, Direct of Customer Service and Operations
- Owns the overall project and is responsible internally for the project's success
- Selects and briefs project team
- Communicates strategic objectives of the AI agent internally
- Does not attend the bootcamp but is aware of progress and informed of any blocks
AI agent Builders
- Typical job title: Customer Support Agent, Customer Service Agent, Customer Care Agent
- Maximum 2-3 experienced agents
- Own the AI agent building, monitoring and content maintenance once live
- Understand current processes and customers
CRM Admin
- Typical job title: CRM Administrator, CRM Manager, Ops Manager (or Developer/Product Manager for API integrations)
- Knows and owns the CRM, widget, and technical setup
- Stays close to the project during kick-off, initial setup as well as testing and launch
- Attends the bootcamp when necessary
Custom Integration Engineer*
- Typical job title: Backend Engineer
- Responsible for implementing backend integrations
- Has a general understanding of the use cases
- Knows the data of the relevant backend systems
- Attends the bootcamp when necessary
*Not applicable to all projects
Set goals with your team
Common goals and KPIs
Once you have the dream team, it's important to understand what the pain points are and decide with the team what you want to achieve. For example, you might want to leverage the AI agent for 24/7 support, and have automatic routing in place to reduce Average Handling Time (AHT).
Some common goals and KPIs are:
- Establish a custom resolution rate of X% within one month of launch
- Reduce average handling time (AHT) by Y%
- Reduce first response time (FRT) by Z%
- Increase customer served through 24/7 support
Block the calendar
To ensure the success of your automation project, we have a 15-day bootcamp during onboarding to ensure you and the team will have an AI agent working at the end of it.
This bootcamp requires 2+ hours/week from the Project Lead, 16-18 hours/week for AI agent Builders, and about 5 hours from the CRM Admin for CRM integration testing and on launch day.
Save the date
Once you and the team have set the goals, blocked the calendars, the next thing is to think about what could be an ideal go-live date taking the 15-day bootcamp into account.
Prepare insights and data
Before the kick-off call with your Delivery Manager, prepare the materials below:
Historical data
- Customer messages in a selected timeframe in the past.
- Your Delivery Manager will schedule a separate session with you to import the historical data and understand the current CRM setup.
FAQs and processes
- FAQs could be a link to your help center page as well as a customer query report sorted based on frequency or volume
- The current processes of the FAQs - Your internal agent training manual would work too!
- You ideal automated processes of the FAQs with AI Agent's assistance
Branding guidelines
- Your internal manual that describes the right tone of voice to use with your customers. It is often obtainable from your marketing team.
Custom integration*
- Priority of automation - depending on the ideal automated processes you have, there might be a couple of different backend integration desired. It is important for you to align internally and decide which is the game changer that needs to be built first
- Pre-onboarding preparation
*Not applicable to all projects