Every AI journey starts somewhere.
Step into the realm of digital transformation and discover where your CX team stands on the path to automation excellence.
In just 3 minutes, this quiz will assess your current state of AI adoption, covering everything from data readiness and cultural mindset to technology and strategy.
At the end, you’ll receive a personalized AI persona—a shareable snapshot of where you are today and clear guidance on what comes next. It’s fun, fast, and built to help you spark meaningful progress across your organization.
Take the quiz and see where you stand.
calculating results...
AI Leader or LEARNER
How does your AI readiness stack up?
Take our 3-minute quiz to see where your contact center stands on the AI maturity spectrum and get your personalized plan to reach the next level of AI-powered customer service excellence.
Take the QuizData Availability
Do you have a centralized system that stores all your customer conversation data?
Yes
Yes, we have a unified system
Yes, we have a unified system
Some information is accessible
Some information is accessible
No, our data is in multiple systems
No
No, our data is in multiple systems
Data Analysis
Do you analyze your customer conversation data?
Yes
Yes, we analyze 100% of conversational data
Yes, we analyze 100% of conversational data
We score some percentage of conversations, but not all
We score some percentage of conversations, but not all
No, we mostly store or analyze a small fraction of all interactions
No, we mostly store or analyze a small fraction of all interactions
No
Cloud Readiness
Is your current contact center infrastructure primarily cloud-based?
Yes
Yes, our support systems are fully deployed in the cloud
Yes, our support systems are fully deployed in the cloud
We have a hybrid solution
We have a hybrid solution
No, we are mostly on-prem
No, we are mostly on-prem
No
Integrations
Can your key systems easily connect to other software?
Yes
Yes, our systems have robust APIs and integrations
Yes, our systems have robust APIs and integrations
Integrations are available but a challenge
Integrations are available but a challenge
I don’t know, but it’s hard to get things done
I don’t know, but it’s hard to get things done
No
C-Suite Buy In
Does your leadership team understand the benefits and challenges of AI?
Yes
Yes, they are well-informed and supportive of AI initiatives
Yes, they are well-informed and supportive of AI initiatives
Yes, but they don’t know where to start
Yes, but they don’t know where to start
No, AI is still new and less understood amongst our leadership
No, AI is still new and less understood amongst our leadership
No
Objectives
Have you identified specific use cases and goals you’d like AI to address?
Yes
Yes, we have clearly defined goals and use cases for AI
Yes, we have clearly defined goals and use cases for AI
We have somewhat discussed plans but haven’t identified use cases
We have somewhat discussed plans but haven’t identified use cases
No, not yet
No, not yet
No
Cultural readiness
Do you have a culture of continuous process improvement and a willingness to adapt workflows?
Yes
Yes, process optimization is our top priority
Yes, process optimization is our top priority
It depends on the project or initiative
It depends on the project or initiative
No, our processes are static and difficult to change
No, our processes are static and difficult to change
No
Customer Experience
Is CX improvement the primary driver for AI adoption?
Yes
Yes, improving CX is a key consideration for AI
Yes, improving CX is a key consideration for AI
Our primary focus is around efficiency and cost saving
Our primary focus is around efficiency and cost saving
No, AI would be adopted elsewhere (if at all)
No, AI would be adopted elsewhere (if at all)
No
IT Readiness
Do you currently have in-house expertise or partnerships with external vendors for AI-related skills (e.g., data science, machine learning)?
Yes
Yes, we have the necessary expertise available
Yes, we have the necessary expertise available
Somewhat or we have trusted partners
Somewhat or we have trusted partners
No, we currently lack dedicated expertise
No, we currently lack dedicated expertise
No
The Novice
New to the game, not yet in motion.
Strengths
Awareness, curiosity, willingness to improve
Goals
Lay the foundation for AI readiness, build internal understanding, start small
Growth Areas
Lack of infrastructure, unclear AI ownership, limited C-suite engagement
Favorite Coworker
The Strategist — someone already exploring solutions and eager to collaborates
Summary:
You’re in the early stages of your AI journey. While AI might not yet be part of your broader business strategy, recognizing that gap is the first sign of progress. Technology may be limited, leadership may be unsure, and processes may feel stuck—but every transformation starts with awareness. Now is the time to explore, educate, and ignite momentum from within.
Next Step:
Connect with your IT team to understand your digital transformation roadmap. Identify one or two friction-heavy workflows that could benefit from automation or insight. Begin championing AI education across your organization—especially with leadership. Remember: progress starts by asking the right questions.
How Observe.AI Helps:
We help you get smart, fast. Our library of playbooks, customer stories, and use case guides can help you build internal alignment and pitch AI in a language leadership understands. Start small with ready-made ROI models, proven workflows, and no-code AI agents that don’t require an overhaul to make an impact.
What’s your AI maturity ethos?
Presented by:
The Aspirant
Eyes on the future, groundwork still forming.
Strengths
Executive sponsorship, vision-driven mindset, motivation to modernize
Goals
Establish technical foundations, run a successful pilot, align teams around an AI roadmap
Growth Areas
Fragmented systems, unclear ownership, need for cross-functional collaboration
Favorite Coworker
The Builder — someone who’s already run a pilot and can share the lessons learned
Summary:
Your organization believes in the potential of AI—and that belief matters. Leadership is on board, curiosity is high, and there’s momentum building. But gaps in infrastructure, disconnected systems, or limited data maturity are slowing things down. You’re poised to make progress, and with the right roadmap, that vision can become reality.
Next Step:
Lay the foundation. Prioritize investments in centralized data and integrated systems. Start small with a pilot use case—something measurable, manageable, and aligned with business priorities. Use early wins to prove value and unlock more resources to scale.
How Observe.AI Helps:
You’re not alone. With over 350 contact center deployments under our belt, Observe.AI brings the use cases, playbooks, and technical know-how to get you started fast. From quick wins to long-term planning, we’ll help you turn enthusiasm into execution—without getting bogged down in complexity.
What’s your AI maturity ethos?
Presented by:
The Builder
Strong foundation, ready to connect the dots.
Strengths
Operational readiness, experimentation mindset, technical maturity
Goals
Connect fragmented efforts, align AI with business outcomes, eliminate redundancy
Growth Areas
Siloed projects, inconsistent measurement, lack of centralized AI governance
Favorite Coworker
The Advancer — someone who’s learned how to scale AI from strong foundations
Summary:
You’ve done the hard work of laying the groundwork—your systems, data, and workflows are AI-capable. But without a unifying strategy, your efforts risk becoming siloed or redundant. The good news? You’re perfectly positioned to evolve from experimentation to execution. Now is the time to bring your teams and tools into alignment.
Next Step:
Form a cross-functional working group with stakeholders from ops, IT, CX, and compliance. Prioritize high-impact use cases and align AI initiatives to business objectives. Standardize on platforms (not point solutions) to ensure scalability, maintainability, and ROI.
How Observe.AI Helps:
We help you unify and scale. Observe.AI bridges teams, tools, and goals with one agentic AI platform. Our Voice and Chat AI agents integrate with your systems, operate within your workflows, and deliver measurable business impact. We’ll help you standardize success—from pilot to enterprise-wide deployment—so every initiative builds on the last.
What’s your AI maturity ethos?
Presented by:
The Advancer
Early wins in hand, momentum building.
Strengths
Strategic clarity, early use case success, executive alignment
Goals
Scale intelligently, empower human agents, ensure ethical and sustainable AI practices
Growth Areas
Workforce enablement, change management, long-term governance
Favorite Coworker
The Trailblazer — someone who has turned vision into enterprise-wide transformation
Summary:
You’ve crossed the early hurdles—your AI initiatives are aligned with business strategy, and the results are starting to show. Now the real opportunity begins: turning one-off wins into repeatable success. With the right systems, change management, and workforce enablement, you’re on track to transform how your contact center operates.
Next Step:
Scale with intent. Prioritize proven use cases that can be expanded across teams or geographies. Formalize change management processes to ensure adoption. Equip your workforce with the training, tools, and transparency they need to trust and thrive alongside AI.
How Observe.AI Helps:
Observe.AI gives you the platform and partnership to scale AI responsibly and effectively. Our Voice and Chat AI agents are built to evolve with your business—backed by Auto QA, agent performance data, and deep integrations to ensure smooth scaling. We help you operationalize success while keeping humans at the center of your AI journey.
What’s your AI maturity ethos?
Presented by:
The Technologist
Tech-forward, but impact-limited.
Strengths
Modern infrastructure, engineering horsepower, appetite for innovation
Goals
Break down silos, democratize AI tools, drive measurable business value
Growth Areas
Disconnected from business priorities, limited accessibility for non-technical teams, low adoption
Favorite Coworker
The Builder — someone who knows how to translate capability into outcomes
Summary:
Your organization has cutting-edge tools and a strong technical foundation, but AI isn’t delivering the business impact it should. Why? Because tech alone isn’t the answer. When implementation happens in silos, without business alignment or end-user ownership, momentum stalls. It’s time to rebalance the equation.
Next Step:
Shift from tech-first to business-aligned. Empower operations, CX, and compliance teams to lead AI initiatives using platforms that make action accessible—no code required. Ensure every AI investment ties back to measurable outcomes, not just infrastructure.
How Observe.AI Helps:
Observe.AI bridges the gap between technical capability and business value. Our agentic AI platform empowers business users to design, deploy, and iterate on AI agents without engineering bottlenecks, while still offering deep extensibility for technical teams. We make AI work for the business, not just within IT.
What’s your AI maturity ethos?
Presented by:
The Pioneer
Leading the way, lighting the path.
Strengths
Strategic alignment, cross-functional execution, scalable infrastructure
Goals
Sustain competitive advantage, deepen impact, evangelize AI success across the org
Growth Areas
Continuous innovation, ethical oversight, enterprise-wide knowledge sharing
Favorite Coworker
The Advancer — someone ready to follow your lead into full-scale transformation
Summary:
You’ve done more than adopt AI—you’ve built the foundation for lasting, enterprise-wide transformation. With strong executive alignment, advanced systems, and a culture of innovation, your contact center is setting the pace for the future. Now’s the time to double down: scale what works, explore what’s next, and lead with purpose.
Next Step:
Keep pushing the edge. Expand successful AI use cases across lines of business. Invest in continuous improvement, including workforce upskilling and ethical governance. Share your wins, formalize best practices, and elevate AI from a tool to a core differentiator.
How Observe.AI Helps:
Observe.AI partners with pioneers to scale smarter and lead louder. From enterprise-grade workflows and custom AI agents to Auto QA and real-time performance intelligence, our platform helps you go from successful pilots to system-wide transformation. Together, we’ll set the standard for what’s next in AI-powered service.
What’s your AI maturity ethos?
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