AI Roadmap¶
9.5 Implementation Roadmap¶
9.5.1 Five-Phase Implementation Plan¶
The AI implementation follows a carefully sequenced approach that builds capabilities incrementally while allowing the organization to develop necessary skills and governance frameworks.
+-----------------------------------------------------------------+
| AI IMPLEMENTATION ROADMAP |
+-----------------------------------------------------------------+
| |
| PHASE 1: FOUNDATION (Months 1-3) |
| =============================== |
| * Enable noise removal (organization-wide) |
| * Deploy AI Assistant (Webex Calling) |
| * Configure transcription (user opt-in) |
| * Establish baseline metrics |
| * Develop AI governance framework |
| |
| PHASE 2: ADOPTION (Months 4-6) |
| ============================ |
| * Enable meeting summaries (organization-wide) |
| * Deploy voice intelligence analytics |
| * Conduct user training and adoption campaigns |
| * Refine based on user feedback |
| * Prepare Contact Center AI requirements |
| |
| PHASE 3: CONTACT CENTER AI (Months 7-12) |
| ========================================= |
| * Deploy Virtual Agent (basic intents) |
| * Enable Agent Assist |
| * Implement sentiment analysis |
| * Train models on Abhavtech data |
| * Measure containment and satisfaction |
| |
| PHASE 4: OPTIMIZATION (Months 13-15) |
| ==================================== |
| * Expand Virtual Agent intent coverage |
| * Deploy predictive routing |
| * Enable speech analytics |
| * Implement real-time coaching |
| * Optimize models based on outcomes |
| |
| PHASE 5: ADVANCED AI (Months 16-18) |
| =================================== |
| * Deploy proactive outreach capabilities |
| * Implement advanced analytics/BI |
| * Evaluate custom model development |
| * Assess emerging AI capabilities |
| * Plan next evolution cycle |
| |
+-----------------------------------------------------------------+
9.5.2 Phase 1 Detailed Plan (Months 1-3)¶
Objective: Establish AI foundation with Webex Calling features
| Week | Activity | Owner | Deliverable |
|---|---|---|---|
| 1-2 | Enable noise removal globally | Voice Eng | Feature enabled, defaults configured |
| 2-3 | Configure AI Assistant settings | Voice Eng | Assistant enabled for all users |
| 3-4 | Configure transcription policies | Voice Eng + Compliance | Consent framework implemented |
| 4-6 | Develop governance framework | Compliance + Legal | AI governance policy approved |
| 6-8 | User communication and training | Training | Adoption materials distributed |
| 8-10 | Collect baseline metrics | Voice Eng | Baseline report completed |
| 10-12 | User feedback collection | Voice Eng | Feedback analysis completed |
Success Criteria:
| Metric | Target | Measurement |
|---|---|---|
| Noise removal adoption | >90% of calls | Control Hub analytics |
| AI Assistant usage | >50% of users try within 90 days | Usage analytics |
| User satisfaction with AI features | >4.0/5 | Survey |
| Governance framework | Approved and published | Document completion |
9.5.3 Phase 2 Detailed Plan (Months 4-6)¶
Objective: Drive adoption and prepare for Contact Center AI
| Week | Activity | Owner | Deliverable |
|---|---|---|---|
| 1-2 | Enable meeting summaries | Voice Eng | Feature enabled |
| 2-4 | Deploy voice intelligence dashboards | Voice Eng | Dashboards accessible |
| 4-6 | Conduct AI feature training | Training | Training completed |
| 4-8 | Run adoption campaigns | Communications | Campaign executed |
| 6-8 | Collect and analyze feedback | Voice Eng | Feedback report |
| 8-10 | Document CC AI requirements | Voice Eng + Business | Requirements document |
| 10-12 | Plan Phase 3 implementation | PM | Project plan approved |
9.5.4 Phases 3-5 Summary (Months 7-18)¶
| Phase | Focus | Key Deliverables |
|---|---|---|
| Phase 3 | Contact Center AI Launch | Virtual Agent live, Agent Assist deployed, Sentiment analysis active |
| Phase 4 | Optimization | 60% containment achieved, Predictive routing live, Speech analytics deployed |
| Phase 5 | Advanced Capabilities | Proactive outreach, Advanced BI, Custom models evaluated |