How many support tickets do you handle monthly?

AI readiness is the single biggest predictor of whether an AI customer support program will succeed in the first 90 days. Companies that are AI-ready see automation rates climb to 50 to 70 percent within weeks. Companies that aren’t spend the first quarter cleaning up documentation, untangling helpdesk configurations, and arguing about which tickets count as “in scope.” This assessment scores you across five dimensions: knowledge quality, helpdesk maturity, integration depth, process clarity, and team buy-in. Each dimension is weighted by how strongly it correlates with real-world automation outcomes.

When you finish the assessment, you get a readiness score, a per-dimension breakdown, and a prioritized list of what to fix before you sign an AI contract — or what to fix in parallel with onboarding if you’re already committed. The advice is opinionated and based on patterns we’ve seen across hundreds of customer support deployments. AI doesn’t fix bad documentation; it surfaces it. The teams that win are the ones that treat AI rollouts as a chance to fix the underlying operation, not as a band-aid.

• Knowledge base depth, freshness, and structure
• Helpdesk configuration and ticket tagging maturity
• Available integrations and API access for actions
• Defined escalation paths and AI-vs-human decision rules