Measure and improve
Understanding your AI maturity score
Understanding your AI maturity score is essential to gauge how effectively your organization is leveraging Unless’s AI capabilities across the customer journey. The AI maturity score provides a comprehensive view of your current AI deployment status, highlights areas for improvement, and helps you plan the next steps to maximize value from your AI investment.
what is the AI maturity dashboard?
The AI maturity dashboard is a 5x4 matrix that evaluates your Unless rollout across four key customer moments—Acquisition, Retention, Sales expansion, and Support—and five maturity levels: Experimental, Assisted, Automated, Agentic, and AI-First. Each cell in the matrix represents a specific combination of a moment and a maturity level and contains a checklist of tasks or configurations you need to complete to reach full maturity at that point.
The dashboard shows your progress as a percentage for each cell, with a fully completed cell indicating 100% maturity for that moment and level. The overall AI maturity score is an average of all cells, giving you a holistic picture of your AI adoption across the entire customer lifecycle.
the four customer moments
The dashboard breaks down AI maturity into four customer journey moments, each representing a different phase where AI can add value:
Acquisition: AI capabilities focused on identifying, engaging, and converting prospects. This includes chatbot-driven qualification, prospect orchestration, and automated workflows that connect to your CRM.
Retention: AI-driven monitoring of customer health, churn prediction, and intervention workflows designed to optimize customer retention and lifetime value.
Sales expansion: AI-powered identification and orchestration of upsell and cross-sell opportunities through predictive signals and automated campaigns.
Support: Intelligent support automation ranging from basic search and routing to autonomous resolution and help content generation.
Each moment has its own set of tasks and configurations that contribute to its maturity level.
the five maturity levels
The maturity levels represent the depth and sophistication of your AI deployment:
Experimental: Initial pilot phase with minimal configuration, typically connecting one or two data sources and using default settings.
Assisted: AI supports basic tasks such as search and lookup, but humans retain full control over decisions.
Automated: AI automates routing, notifications, and common procedures, with humans supervising and stepping in when necessary.
Agentic: AI handles many actions end-to-end, escalating only exceptions to humans. It actively maintains knowledge and generates help content automatically.
AI-First: AI autonomously chooses strategies to meet user and business goals, learning over time with humans primarily configuring and governing the system.
Progressing through these levels means increasing automation and AI sophistication.
how to interpret your AI maturity score
Your total AI maturity score is an average of all four moments and five maturity levels. If some moments are not yet deployed, their scores will be zero, which lowers the overall average. Partial completion of a cell is shown as a ring chart indicating the percentage of tasks completed.
Clicking on any cell reveals the specific checklist items you have completed and what remains to be done. These tasks can include connecting data sources, configuring procedures, or activating signals relevant to that moment and maturity level.
setting priorities and earning certificates
You can focus your efforts by setting a priority on either a specific moment (column) or maturity level (row). This prioritization filters the Inbox recommendations to show only actions that advance your chosen focus area, helping your team work efficiently.
As you complete all checklist items in a cell, you earn a certificate for that moment and maturity level. Collecting certificates across the matrix demonstrates your progress and expertise in deploying AI with Unless.
using the AI maturity dashboard effectively
The AI maturity dashboard is a powerful tool for:
- Planning quarterly or annual AI development goals
- Reporting progress to leadership
- Tracking the ramp-up of newly deployed moments
- Identifying gaps and next steps to improve AI performance
It integrates data from your configuration, performance metrics, and business impact to provide real-time insights. After implementing recommended actions, allow some time for production data to reflect changes and see your score improve.
conclusion
Understanding your AI maturity score with Unless helps you measure how far your AI deployment has come and what remains to unlock its full potential. By leveraging the detailed insights and actionable checklists in the AI maturity dashboard, you can strategically advance your AI capabilities across acquisition, retention, sales expansion, and support. This structured approach ensures your AI investment delivers measurable business impact while continuously evolving to meet your organization’s needs.