Proposed lead: Brad Cleveland, with the buyer’s COO and frontline supervisor.
Why it matters: Cleveland’s recent ICMI analysis recommends starting with what customers are trying to accomplish, including where human judgement remains essential and which problems should be removed rather than automated. That is a useful challenge to a supplier-led pilot. (icmi.com)
Question to put to the expert:
If a service business asks how to handle after-hours customer calls, what evidence would make you recommend an AI answering service rather than better routing, an answering service staffed by people or a stronger callback process?
A strong answer should cover:
- A narrowly defined task, permitted actions and explicit exclusions.
- Evidence of eligible demand, not simply total call volume.
- Accessible operational records against which success can be checked.
- Human coverage during the actual pilot hours—not assumed office-hours availability.
- Conditions for pilot now, prepare first and do not automate yet.
Evidence to request: A one-page workflow map, baseline dispositions, permissions list and named fallback owner.
Follow-up that tests the answer: What is one attractive-looking workflow you would reject, and which missing prerequisite changes your decision?
Expert quote: [Reserved for an approved interview quotation.]