A baseline of current service outcomes: What evidence | AIGP
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A baseline of current service outcomes: What evidence is specifically missing?

AIGP Understanding How to Govern AI Deployment and Use Medium

Measure the existing service first so later AI outcomes have a credible comparison point.

The question

A travel-support team plans to replace its current human escalation process with an AI assistant. To decide whether the replacement improves the service, the organization needs a comparison with the current process, but it has not measured resolution time, escalation frequency, customer harm, or operating cost. What evidence is specifically missing?

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  1. A post-deployment dashboard for future complaints and resolution times.
    Future monitoring is necessary, but without pre-deployment measures it cannot show whether outcomes changed because of the replacement.
  2. A small pilot producing qualitative traveler feedback.
    A pilot may inform usability, but anecdotes cannot establish the missing current-state benchmark for evaluating change.
  3. A map of intended users and affected travelers.
    Context mapping is important for assessing impacts, but it does not provide the current-performance comparison required by this replacement decision.
  4. A baseline of current service outcomes. ✓
    Current-state measures provide the comparison point needed to determine whether the AI replacement improves or worsens service, harm, escalations, and cost.
The trap
For replacement decisions, look for comparable current-state measures before pilot or post-deployment results.

How to remember it

Measure the existing service first so later AI outcomes have a credible comparison point.

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