Our recommendation is to start with one frequent, bounded task whose result you can verify independently. Do not begin with a general instruction to replace reception or automate the contact centre.
Twilio’s deployment guidance similarly starts with a defined problem, measurable resolution and the access needed to complete the interaction, rather than platform selection. (twilio.com)
Apply these five readiness gates:
| Gate | Evidence required before a pilot |
|---|---|
| Clear task | A written definition of what the agent may complete and what it must decline or escalate. |
| Usable rules | Approved service areas, booking rules, opening hours, prices and exception handling. |
| Verifiable outcome | Access to the booking, dispatch or case record—not just the agent’s summary. |
| Human recovery | A named owner, actual coverage hours and a tested alternative when nobody answers. |
| Measurable economics | Baseline demand, completion, repeat-contact and handling-cost data. |
Classify each candidate as pilot now, prepare first or do not automate yet. A missing safety or recovery gate should not be outweighed by a high revenue estimate.
A sensible first scope might be routine after-hours booking for selected job types. A poor first scope is unrestricted clinical advice, emergency triage or discretionary financial decisions.