A baseline of current service outcomes: What evidence should | AIGP
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A baseline of current service outcomes: What evidence should precede approval of the replacement?

AIGP Understanding How to Govern AI Deployment and Use Medium

A current-service baseline is necessary to test whether replacement improves outcomes rather than merely changing the workflow.

The question

An employer wants to replace an internal employee-help desk with a generative assistant. Management claims the assistant will reduce handling time, but has no reliable measure of current resolution time, escalation frequency, or employee satisfaction. What evidence should precede approval of the replacement?

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  1. A rollout plan with employee communications
    Communication supports implementation, but approval first requires evidence about the existing process and the replacement’s intended benefits and costs.
  2. A baseline of current service outcomes ✓
    A current-state baseline enables meaningful comparison of resolution time, escalations, satisfaction, and impacts after deployment.
  3. A supplier benchmark from unrelated support teams
    External results may indicate potential, but they cannot substitute for measurements of this organization’s users, workflow, and impacts.
  4. A larger language model selected for broad capability
    Model capability does not establish whether replacement improves this organization’s workflow or preserves important service outcomes.
The trap
When AI replaces a workflow, ask what current-state evidence makes improvement and harm measurable.

How to remember it

A current-service baseline is necessary to test whether replacement improves outcomes rather than merely changing the workflow.

How many of these would you get right?

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