Do you have a list of every AI tool your business uses, such as phone, chat, email writing and CRM tools?
Do you know what customer information each AI tool can see?
Do customers know when they are talking with an AI assistant?
Do you have a rule for how long call recordings and transcripts are kept, and who can see them?
Does a person approve before AI charges, cancels, refunds or sends important messages?
Do your AI tools have only the access they need, for example viewing the calendar but not issuing refunds?
Does someone on your team review a sample of AI calls and texts each week?
Have you tested how your AI assistant handles strange or tricky requests?
Do you have a written plan for when an AI tool gives a customer wrong information?
Is your team trained, with SOPs and job aids, on when to step in?
