Evolve Business Solutions

AI Service Readiness Check

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  1. 1. Outside your normal hours, how often do customers try to reach you?

    • Rarely or never (0 pts)
    • A few times a month (1 pt)
    • Weekly (2 pts)
    • Daily, and some are lost (3 pts)

  2. 2. How would you describe the flow of customer questions to your team?

    • A handful a week, easily handled (0 pts)
    • Steady, a few every day (1 pt)
    • Constant, and they interrupt other work (2 pts)
    • More than we can keep up with, so some wait or go unanswered (3 pts)

  3. 3. Where do customers reach you today?

    • Phone or walk-in only (0 pts)
    • Phone and email (1 pt)
    • WhatsApp or social, informally (2 pts)
    • WhatsApp or web chat, actively managed (3 pts)

  4. 4. When a new hire needs an answer for a customer, where do they find it?

    • Ask a colleague (0 pts)
    • Scattered across chats and files (1 pt)
    • Shared folder, mostly current (2 pts)
    • One maintained source of truth (3 pts)

  5. 5. How are your routine service tasks (bookings, quotes, complaints) documented?

    • Not documented (0 pts)
    • Some written down (1 pt)
    • Most documented, rarely reviewed (2 pts)
    • Documented, reviewed, used in training (3 pts)

  6. 6. How would your team feel about an AI colleague handling routine questions?

    • Worried (0 pts)
    • Mixed or unsure (1 pt)
    • Open if trained (2 pts)
    • Already experimenting (3 pts)

  7. 7. How do you handle customer personal data today?

    • No clear rules (0 pts)
    • Informal habits (1 pt)
    • Written policy, partly followed (2 pts)
    • Policy, access controls, trained staff (3 pts)

  8. 8. Think of the last time a customer was really upset. What happened next?

    • Whoever picked up dealt with it, and no one followed up (0 pts)
    • It went to a manager, but that depended on who was there (1 pt)
    • We have a usual path, though it isn't always followed (2 pts)
    • A clear person owns it, the customer hears back by a set time, and we review what happened (3 pts)

How to score

  • Each answer scores 0 to 3 points, in the order listed.
  • Area score = points ÷ 3 × 100. Risk & governance averages questions 7 and 8.
  • Areas: After-hours demand, Customer volume, Channels, Knowledge, Processes & SOPs, Team, Risk & governance.
  • Opportunity = average of After-hours demand and Customer volume. Low under 40, Medium 40 to 69, High 70+.
  • Readiness = average of Channels, Knowledge, Processes & SOPs, Team, Risk & governance. Low under 40, Developing 40 to 69, Strong 70+.
  • High opportunity and readiness under 70: Fix the foundations first. High and 70+: Ready to pilot. Not High and 70+: Well prepared; watch demand. Not High and under 70: Build habits first.
  • Your action for Monday comes from your lowest readiness area (ties: Knowledge, Processes, Governance, Team, Channels):
    • On Monday I will write down the ten questions customers ask us most, with our best answer to each, in one shared place.
    • On Monday I will pick one routine task, like bookings or quotes, and write its steps on a single page with my team.
    • On Monday I will name one person who owns upset customers and agree how quickly we always reply to them.
    • On Monday I will ask my team which routine questions tire them most, and listen before suggesting any change.
    • On Monday I will choose one channel customers already use, like WhatsApp, and agree who checks it and how often.

Readiness %

Opportunity

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