How to Build a Smarter AI Strategy for Customer Support
Buying the right AI tool isn’t enough to guarantee results. According to Gartner®, success starts with choosing the right use cases: Ones that align with your business goals, are technically feasible, and can show value quickly.
At AnywhereNow, we help contact centers take that first step with confidence. We guide teams in building practical AI roadmaps and offer a flexible, modular platform that adapts to your environment. Whether you’re just starting out or scaling across your operation, we’ll help you move forward on your terms.
Download the full Gartner report or get in touch to explore how AnywhereNow can support your contact center needs.
The problem with tech-first thinking
Too many AI projects begin by choosing a vendor, or even a specific feature, before the team has aligned on what problem they’re trying to solve. That leads to wasted time, unclear priorities, and stalled pilots.
Gartner recommends starting with a strategy. You need to understand the opportunity before evaluating solutions. That means identifying your best use cases and developing a clear roadmap.
To do that, you’ll need to answer three questions:
1. What problems are we solving?
2. When should we tackle each use case based on value and readiness?
3. How will we implement it—build internally, buy a solution, or partner with a platform?
Start with use cases, not tools
Gartner has identified over 20 AI use cases for customer support. That doesn’t mean they’re all right for your business. Smart teams choose use cases based on:
- Business impact, such as cost reduction, CSAT improvements, or customer retention
- Technical feasibility, including access to clean data and system complexity
- Internal readiness, like team capacity and stakeholder support
With Dialogue Cloud’s Dialogue AI Assist functionality, we help you focus on the “likely wins” first. These are high-value, low-risk use cases like:
- Agent assists and summarization
- Knowledge retrieval for deflection
- Sentiment analysis for QA and coaching
- Automated response generation
These early wins build confidence and set the stage for deeper AI adoption later.
Build or buy? What makes sense for your team
Once your use cases are clear, the next question is whether to build AI tools in-house or buy them from a partner.
Gartner typically recommends buying and customizing rather than building from scratch. Here’s why:
- Most companies don’t have the in-house AI expertise to move quickly
- Technology evolves fast and homegrown tools can fall behind
- Compliance and integration become more complex without platform support
Dialogue AI Assist gives you a flexible middle ground.
What makes Dialogue Cloud different
Dialogue Cloud was built specifically for customer support teams. Unlike large platforms or bolt-on vendors, we work with your roadmap - not against it.
Here’s how we support the kind of strategy Gartner recommends:
Gartner recommendation How Dialogue Cloud delivers
Prioritise high-impact, feasible use cases AI Readiness Workshop with feasibility mapping and KPIs
Start with likely wins Prebuilt assistants for summarization, agent support, QA
Follow a phased roadmap Implementation plans tailored to your team and systems
Avoid vendor lock-in Modular platform, open integrations, BYOM support
Plan for the future Regular innovation across models, assistants, and features
From roadmap to results
A smart strategy doesn’t stop at the pilot phase. It should support your organization as you expand.
That’s why AnywhereNow works closely with each customer to:
- Set clear benchmarks before launch
- Deliver quick, low-risk deployments
- Monitor feedback and refine the experience
- Grow into new teams, markets, or use cases over time
95% of Dialogue AI Assist deployments reach measurable ROI during the first rollout phase. That’s because they start with the right strategy.
Get started with a smarter AI strategy
Before choosing tools, map your needs. AnywhereNow helps you build a plan that’s based on impact, aligned with your goals, and flexible enough to grow.
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Disclaimer:
Gartner, Playbook for Successful AI Implementation in Service and Support, 22 April 2025, By Francesco Vicchi
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.