Question

A retail company is launching a gen AI pilot to help its 200-person customer support team draft responses faster. The executive sponsor wants to prove the business value of the tool after 90 days so they can decide whether to expand it company-wide. What should the team do FIRST to enable a credible ROI assessment?

Accepted Answer

Establish baseline metrics such as average handle time, resolution rate, and cost per ticket before deploying the tool

Answer

Select the largest available foundation model to guarantee the highest-quality response drafts

Answer

Survey agents about how much they personally enjoy using the new tool during the first week

Answer

Publicly announce the projected annual cost savings to build enthusiasm for the rollout