How mature is your contact center automation, honestly?
Six dimensions that separate a bot programme from a service automation capability. Scores are weighted, banded and turned into a prioritised 90-day list.
Score each dimension
Answer as your organisation operates today, not as it is described in a strategy deck. Scores update the result live.
Do you know your top intents by volume and cost, and how many are automated end to end?
1 = no intent taxonomy · 5 = ranked taxonomy with automation coverage tracked weekly
Is containment measured with resolution and repeat-contact quality, not just call avoidance?
1 = containment counted as deflection · 5 = resolution-verified containment with repeat-contact tracking
Do agents get real-time knowledge, next-best-action and automated wrap-up in the desktop?
1 = no assist in the agent desktop · 5 = assist and auto-summary in production with measured AHT impact
Can automation reach system-of-record data and complete transactions, not just answer questions?
1 = read-only FAQ bots · 5 = authenticated, transactional journeys across core systems
Is quality scored across all interactions, human and automated, with change control on prompts and flows?
1 = manual sampling under 5% · 5 = automated QA at scale with versioned change control
Is there a named owner, funded run team and release cadence for conversational automation?
1 = project-based, no owner after go-live · 5 = product team with a funded backlog and release cadence
Automation works and is measured. Invest in orchestration depth and automated QA so growth does not degrade quality.
Weighted average 3.00 of 5. Scores stay in the page link and the PDF — nothing is stored and no email is required.
Your prioritised next 90 days
Generated from your three weakest weighted dimensions.
- 01Intent coverage — scored 3/5
Run an intent-mining pass over 90 days of transcripts, rank the top 25 intents by volume x handle cost, and publish an automation coverage baseline.
- 02Containment quality — scored 3/5
Redefine containment as resolved-without-agent within 72 hours, and instrument repeat-contact and escalation rates per automated intent.
- 03Data & orchestration — scored 3/5
Stand up an API and identity layer so automation can complete at least three transactional journeys against systems of record.
Weighted across six dimensions; intent coverage, containment quality, data orchestration and operating model carry higher weight because they determine whether automation holds up at scale.
Common questions
- How long does the assessment take?
- About five minutes. Six dimensions, a five-point scale each, scored live with no email gate.
- Who should complete it?
- CX, contact center and service operations leaders, ideally with input from the platform owner and the QA lead so the scores reflect production reality rather than roadmap intent.
- What do we do with the result?
- Use the maturity band to set expectations with the executive team, and the prioritised 90-day list to sequence the next release. Pair it with the Contact Center AI ROI calculator for the financial case.