PRODUCTION SCENARIO
A retailer can fund one gen AI pilot this quarter. Supplier email drafting has clean data and a tracked handling-time baseline. Call summarization is waiting on a consent review. Pricing automation has the largest projected savings and sets the prices customers see. Replacing the customer-service tier would touch all channels at once.
Which pilot should the program lead choose first?
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Answer: Supplier email drafting
A first pilot needs data the team can already reach, a baseline to be measured against, bounded scope and manageable risk. Email drafting is the only candidate that clears all four: the data is in hand and handling time is already tracked, so there is a before and an after. Call summarization fails on data accessibility - it cannot start until the consent review lands, so the quarter's budget sits idle. Pricing automation carries the largest projected savings and the worst risk profile for a first attempt, because a pricing error reaches customers directly and unwinds slowly. Customer-service replacement is a program rather than a pilot; touching all channels at once means no clean attribution and no easy retreat.