Answer 15 questions to find out what is actually blocking it, and what to do about it.
These are the gates we run every deployment through before it is allowed near a customer. Scoring badly on them is not unusual, and knowing which ones you fail is more useful than an overall number.
Whether the agent hands to a human with full context, whether an evaluation suite runs on every release, whether you know your p95 response latency under real load, and whether there is a defined fallback when the model is unavailable or uncertain.
Whether a cost per contact baseline was captured before anything went live, whether containment subtracts hang ups and repeat contacts, and whether a resolution only counts when there is a matching write in your system of record. The full definitions.
Whether vulnerable customer guardrails are documented and tested inside a live call, whether an individual AI decision can be replayed and audited for a regulator, and whether it has passed security review with the findings closed.
If you are not sure on three or four of them, that is a useful result rather than a bad one. It is the list of questions to put to whoever is building this for you.
If you already know where the gaps are, skip the assessment. Twenty minutes on your traffic, your platform and what has stalled.
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