Run an AI pilot as a PDSA cycle
Design a small AI adoption pilot using Plan, Do, Study, Act.
Support wants AI to draft refund replies, but leaders do not know whether it will save time without lowering policy accuracy. Plan, Do, Study, Act: test the workflow small, compare to prediction, then adapt, adopt, or abandon. The common trap is to call a pilot successful because people used the tool. Usage does not tell you whether quality, time, and trust improved. Plan Define the question: can AI draft low-risk refund replies for 30 tickets in five days, with agent review, while cutting drafting time by 25 percent and keeping major rewrites under 10 percent? The plan names scope, prediction,…
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