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Proposal

Implementation plan for AI-powered CSR automation and efficiency tracking

This proposal serves as the foundation for automated scheduling, audio transcription, and other advanced features discussed with the team.

Total Estimate
124-166 hrs
~150-165 hrs with buffer

Timeline Estimate

Phase 1: Discovery & Setup
1 day

Onboarding, shadowing, and requirements gathering

Phase 2: Development
3-4 weeks

Extension and admin portal development

Phase 3: Testing & Rollout
1 week

Feature rollout, telemetry, and ROI calculation

Total Estimated Timeline: 4-5 weeks

Implementation Strategy

Our Approach: First, we build the entire project end-to-end. The extension, admin portal, and individual features will be built in a modular, secure, and extensible format—with comprehensive documentation and testing—so that subsequent features are developed faster and more reliably. This architectural foundation ensures each new feature builds upon well-tested components, accelerating development while maintaining quality. After the first proof of concept is used, saving time and collecting telemetry, we will proceed to implement remaining features.

Breaking it down this way ensures we have a usable product in the fastest time possible while mitigating scope creep.

Timeline Commitment: It's possible that the total time this requires will be below the minimum time estimates listed below, but they absolutely will not go above the ceiling time listed below.

Hour Breakdown (Billable Hours)

1. Get Onboarded with CSR Access
Initial setup, meetings, documentation review
0 hrs
2. Shadow CSRs & Document Workflows
Observation sessions, workflow mapping, requirements gathering
2-4 hrs
3. Build CSR Browser Extension, Management Portal & CSR Dashboard
Extension development, UI/UX, AI integration, backend setup, management portal & CSR dashboard UI, data tracking, analytics, testing, iteration
80-100 hrs
4. Rollout VIN & Police Lookup Features
API integration, feature deployment, user testing, bug fixes
30-40 hrs
5. Calculate Time Savings & Test Additional Features
Data analysis, ROI calculations, feature testing, reporting
2 hrs
6. Team Sync & Review Sessions
Presentations, stakeholder meetings, feedback incorporation
10-20 hrs
Total Estimated Hours
Does not include unforeseen complexity or scope changes
124-166 hrs
~150-165 hrs with buffer

Implementation Steps

1

Get Onboarded with CSR Access

Obtain necessary credentials and permissions to access CSR systems and workflows.

Phase 1 Setup
2

Shadow for Step-by-Step of Initial Cases

Work directly with CSRs to understand detailed workflows. Build on discovery meeting insights with hands-on observation of actual case handling.

Phase 1 Research
3

Build CSR Extension, Management Portal & CSR Dashboard

Develop browser extension with AI-powered automation tools, create management portal to administer features and settings, and build CSR dashboard to monitor feature usage, track time savings, and collect performance metrics.

Phase 2 Development
4

Rollout VIN and Police Lookup Features

Deploy initial automation features starting with VIN decoding and police report lookups to establish baseline functionality.

Phase 3 Rollout
5

Calculate Time Saved and Test Unlock Features

Measure actual time savings from initial features, test additional unlock functionality, and extrapolate ROI per person across various timeframes.

Phase 3 Testing Analytics
6

Sync with Team to Review

Present findings, ROI calculations, and feature performance to stakeholders. Gather feedback and plan next iteration.

Phase 3 Review
7

Implement Full Feature Suite

Develop and deploy the complete automation feature suite based on team feedback and ROI analysis.

Full Feature Suite Includes:

Automated appointment scheduling
Audio transcription & summarization
Intelligent email composition
Follow-up reminder automation
Customer sentiment analysis
Predictive lead scoring
Smart response templates
Knowledge base integration
Future Phase Advanced AI

Key Deliverables

Technical
  • CSR browser extension with AI features
  • Admin portal with telemetry dashboard
  • VIN lookup and police report automation
Business
  • Baseline efficiency metrics per CSR
  • Time and cost savings analysis
  • ROI projections and recommendations