1
Business Decision?
Sales vs Brand vs QA
Why this matters:
If Sales → Speed.
If Brand → Consistency.
If QA → Evidence & Audit.
Risk: Building dashboards nobody uses because "insight → action" path is unclear.
2
Autonomy vs Approval?
Human-in-the-loop?
Why this matters:
Autonomy = Faster, Cheaper.
Human = Safer, Slower (+25% Cost).
Risk: Without approval workflows, incorrect AI responses could damage brand reputation or cause compliance issues.
3
Channel Scope?
Multi-channel Strategy
Why this matters:
Email is easy. Voice requires telephony. Chat needs widget integration.
Each channel adds complexity and cost.
Risk: Over-engineering for channels your customers don't use, or missing critical touchpoints.
4
Defensible Scoring?
Heuristic vs Auditable
Why this matters:
Internal = Heuristics OK.
External = Explainable & Replayable.
Risk: If scores are challenged, lack of evidence trail could expose company to legal liability or loss of credibility.
5
Failure Mode?
Acceptable Errors
Why this matters:
"Is it okay if AI doesn't reply?" vs "Never send wrong reply".
Defines retry logic, confidence thresholds, and escalation.
Risk: Unclear failure tolerance leads to inconsistent handling and potential customer frustration.
6
Insight Ownership?
Data Rights
Why this matters:
Affects data retention, export rights, and monetization strategy.
Risk: Unclear ownership creates legal ambiguity and limits future commercialization opportunities.