Customer-Facing AI Agent Readiness

Which customer requests can AI handle safely today?

List your top contact reasons and answer eight readiness questions. Get a launch plan your board can defend: what to automate now, what comes next, and what should stay with people.

Virtual agents
Voice & chat bots
Guardrails
Launch plan

Build my launch plan How MALA helps

Step 1 · Your contact reasons

Sort your volume into a launch plan

Pick the example closest to you, then edit the reasons and answers. Results update as you go.

Health system Credit union Retailer

Example

Top contact reasons

Your biggest reasons customers contact you, with each one's share of volume. Anything not listed is treated as "other" and stays with agents.

Volume & cost

Assisted contacts per month

/mo

Cost per assisted contact Loaded agent cost divided by contacts.

How the plan is built

Readiness score Yes = 12.5 · Partly = 6.25 · No or Not sure = 0, across 8 questions (0–100)

Guardrails first If the Guardrails area scores under 50, nothing launches in phase 1. Every automatable reason moves to "Next" until the rules are in place.

Answer a question Launch now when Knowledge scores 50 or more; otherwise Next

Look up or change something Launch now when the bot can reach the system and Integration scores 50 or more; otherwise Next

Needs judgment or empathy Stays with agents. Agent assist helps here instead of a bot.

Contained contacts Contacts × reason share × 55% (questions) or 40% (look-ups), for phase 1 reasons only

Net value Contained contacts × (cost per contact − $0.40) × 12

Step 2 · Your full report

Take a defensible AI plan to your leadership team

Unlock the launch plan for each contact reason with its prerequisites, the guardrails to set before go-live, and the platform types that fit.

Plan for each reason

Phase, expected containment and prerequisites for each reason.

Guardrail checklist

What must be in place before customers talk to AI.

Platform fit

Virtual agent and CCaaS categories that fit your plan.