Your Best Users Are Your Worst AI Pilot Group
Your AI pilot is probably going to stall or fail.
Not because the technology doesn’t work.
Not because your team isn’t capable.
But because you chose 50 SME power users as your pilot group.
Here’s what actually happens:
- Power users have processes you’ve never heard of. They use features you forgot existed. They ask complicated questions that require 6 documents and 3 policy exceptions.
- Your AI gets crushed. Your pilot “fails.” Your project (and budget) gets shelved.
The fix is counterintuitive:
Pilot with your typical mainstream users. The ones asking the same 20 questions everyone asks. The ones who need help with the basics, not the edge cases.
Nail the 80% before you tackle the 20%.
Early adopters will forgive bugs. Mainstream users will tell you if it’s actually useful.
Leave the edge cases for Phase 2 and beyond.
Subscribe for access to the Resource: 5 Questions to know if your Contact Centre is ready for AI
So you’ve now chosen mainstream users. You know who’s in your pilot group. Now what?Most teams stall here. They’ve picked the right people but don’t know to turn that into action. Coming next is your 6-week playbook from pilot setup to working AI.