Everyone is telling you to add AI. We can tell you if you're ready for it.
Otonomee offer a complete, structured AI readiness assessment of your customer support operation, with a view to uncovering all AI and automation opportunities.
Delivering high-quality customer experiences for scaling brands
Otonomee can get you to where you want to be.
The AI automation opportunity is real, but so is the risk of making the wrong move at the wrong time.
Otonomee's AI Readiness Assessment gives you a clear picture of where your operation stands today, how big your automation opportunity is, and what your concrete next steps are.
A clear, evidence-based view of your readiness. Plus a plan you can act on.
Mapping your escalation pathways
We work with you to understand how customer queries move through your organisation, from the entry point to resolution. We'll show you what's working well, where the cracks are, and how to scale your processes when adding AI.
Analysing your taxonomy and categorisation
We analyse your customer conversation data, creating a strategic roadmap for which queries to automate first and which to leave alone. We recommend a categorisation & routing model tailored to your customers and your operation.
Auditing the knowledge base
Content quality and structure are the most common reasons AI agents struggle to add value fast. We audit your knowledge for content structure, duplication, inconsistency, and freshness, and tell you what an AI agent will need to succeed.
Assessing the quality of the customer experience
Defining what a good engagement looks like is core to great CX. We assess your quality scorecard, tone-of-voice, standards and practices to create new clarity for both your teams and any AI agent to be measured against.
Creating insights you can act on
Are you measuring what matters, or just what your tool reports? We review your KPI set, reporting cadence, dashboard adoption and ownership, and ensure your data can be turned into strategic decisions.
“The Otonomee team was a pleasure to work with on an AI implementation readiness project. The team was efficient, clear, and always on top of things. They asked the right questions and delivered thorough reports that give us a clear gap analysis of what and how we need to improve our customer engagement.”
Why leading brands trust Otonomee to get their AI decision right
Our People
Operators, not just advisors
With operational leadership that consistently earns client praise and teams that stay at Otonomee for the long term, the people assessing your operation are the same people who run complex global support operations every day.
Our Approach
Fast, fixed-scope, shaped to your needs
We pride ourselves on speed and agility. Your Assessment is scoped, priced and delivered in weeks, not quarters, and shaped precisely to the complexity central to your business.
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The Outcomes We Deliver
A decision you can defend
You finish with an evidence base, a prioritised plan, and the clarity to invest now or redirect resources elsewhere. Either way, you get exactly what you needed when you started out.
Built for scaling operations weighing an AI investment
Brands considering a substantial AI agent or platform investment
Scaling companies with systems built for a smaller business
C-Suite execs seeking a data-driven view to support (or defer) AI investment
Companies with an existing platform that may offer AI capabilities
Ready to find out if you're AI-ready?
An AI Readiness Assessment gives you the evidence, the priorities and the plan to move forward with confidence, or hold off until the moment's right.
Frequently Asked Questions
A fixed-scope diagnostic of how your customer support operation works today, and how ready it is to automate. We assess five areas in your business: support escalation pathways, taxonomy and categorisation, knowledge and content, quality assurance, and reporting and metrics. We assess each one, and give you a consolidated summary with a prioritised roadmap.
That's the question this assessment will answer clearly for you. Some operations are ready to automate right now, some have some foundational work to do first, while for others, it’s not the right move. You'll leave knowing which of those you are, why, and what the path looks like from here.
Typical engagements often run to around 10 to 15 days of our time, depending on the scale and complexity of your operation. Much of this might be analysis we do independently. Your team's involvement is concentrated into a small number of focused working sessions across the five areas.
No. The findings are about your operation, not any specific product, and most recommendations can be actioned immediately. But if an AI agent or platform decision is on your horizon, the AI Readiness Assessment makes sure you're building on a foundation that's ready for it, and that you're not about to spend on the wrong thing.
A detailed report for each area assessed, a consolidated summary bringing the various themes together, and an action plan that separates what you can start now from what belongs in a future AI or platform implementation.
The people who do the work day to day. This will include some or all of team leads, operations support and whoever owns knowledge content and reporting. Getting to the operational detail, rather than only the leadership view, is what will make the findings accurate and actionable.
No. The Health Check is a standalone engagement and the roadmap is yours to action however you choose. Many clients ask us to deliver some or all of what it identifies, either through an implementation, an optimization programme, or ongoing ownership, but that's a separate commercial decision entirely independent of the Health Check.
Most teams do, at least in part. The value is in three things: proving it with evidence that stands up internally, finding the underlying issues beneath the issues you can already see, and building a defensible order of priority for the next steps. That sequencing is often the single most useful output.
A vendor's assessment is built around what their product can do. Ours is built around how your operation works. We'll tell you where the real issue is, whether it’s configuration, process, content, ownership or something else, which is rarely what a vendor assessment surfaces. Plus, we've no product to sell you at the end of it. Our goal in everything we do is to create the type of experiences that make your customers never want to leave. This work is part of that process.