Telappliant
AI Guide · 14 January 2026

What to check before adding AI to your contact centre

A checklist for safe, useful AI adoption in customer service teams.

By the Telappliant team

Contact centreAI voiceChecklist
Contact centre agents working alongside AI assistance on unified screens

AI in a contact centre can lift both CX and productivity - but only if the fundamentals are in place. Use this checklist before rolling AI out to live customer traffic.

Before you switch AI on

  • Call recording enabled, consented and stored compliantly
  • Clean queue and skill routing already working reliably
  • CRM fields agreed for AI-generated summaries and tags
  • QA framework that reviews AI outputs, not just agent calls
  • Fallback path from AI to human clearly designed

Metrics to track from day one

  • Containment rate (calls fully resolved by AI)
  • Escalation rate and reason codes
  • CSAT delta between AI-handled and human-handled contacts
  • Average handle time and after-call work

Next steps

Talk to a specialist about how this applies to your business -book a 30-minute call.

Frequently asked questions

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