Question

A retail company ran a 3-month gen AI pilot for an internal customer-service assistant. Leadership now wants to decide whether to scale it enterprise-wide. The team has anecdotal praise from agents but no structured evidence. Before approving further investment, what should leadership require to make a defensible scaling decision?

Accepted Answer

Defined baseline and post-pilot KPIs (e.g., average handle time, first-contact resolution, cost per ticket) tied to the pilot's business objective

Answer

A larger foundation model with a longer context window to improve the assistant's answer quality

Answer

A count of how many prompts agents submitted during the pilot period

Answer

A survey asking agents whether they personally enjoyed using the tool