SmartAgént has been proven within our business function through the recent feasibility study and there are no significant technology barriers. The actions should be:

• Purchase the solution
• Agree on which key transactions to automate
• Agree an email interaction strategy for our consumers
• Review all the business processes in the Contact Centre for the full deployment
• Prepare a Project Initiation Document for a pilot solution
• Implement the solution in a Pilot Area; train staff
• Define a Marketing plan to move transactions from the telephony channel towards email.