Scoping an interaction-analytics and agent-intelligence programme
Defined the scope for an interaction-analytics and agent-intelligence programme with an external vendor — data sources, prioritised use cases, and success metrics.
- Role
- Scope owner
- Where
- stc Bahrain
Some specifics are anonymised to respect commercially sensitive information.
Context
Customer interactions across voice and messaging carry a lot of signal — reasons for contact, friction points, churn risk, agent coaching needs — that was not being analysed systematically. A vendor programme was proposed to change that.
Problem
The programme could easily sprawl. Without a tight scope it would try to analyse every channel at once and promise use cases the data could not yet support. It needed a defensible boundary for phase one.
What I did
I produced the scope definition — a detailed deck — covering the data sources and interaction volumes in scope, the prioritised use cases, the analytical capabilities required from the vendor, the integration points, and the metrics that would say whether phase one worked. I sequenced the use cases so early wins did not depend on the hardest integrations.
Result
The programme started with an agreed boundary for phase one — the data sources, prioritised use cases, and success metrics — with later phases staged behind it.
What I learned
The value of a scope document is mostly in what it excludes. Writing down the use cases we were not doing yet made the vendor conversation much more concrete.