Your AI agent implementation checklist

That’s where HALO comes in. Our platform makes it simple to create, deploy, and manage AI agents that plug directly into your existing service and marketing channels. And to help you get there faster, we’ve built a step-by-step checklist to take you from idea to a live, customer-ready AI agent with confidence.

Why HALO?

HALO removes the technical barriers to AI. You don’t need coding skills, long development cycles, or specialist teams to start improving customer journeys, everything is built and refined in natural language. That means anyone in your organisation can design, test, and improve AI agents from day one.

HALO guides you through every step, turning ideas into working agents that handle enquiries, personalise interactions, and keep your tone on-brand. The result? Faster time-to-value, lower implementation costs, and AI that your teams embrace.

The business impact of AI agents on CX

When embedded into your processes, AI agents deliver tangible, measurable results. They can handle thousands of conversations at once, resolving routine queries in seconds. Whether that’s checking an order status, updating account details, or helping a customer find the right product. This frees your teams to focus on higher-value interactions that require human empathy and creativity.

AI agents work around the clock, meaning your business can respond to customers instantly, no matter the time zone, without increasing headcount.

Your step-by-step implementation checklist

1. Strategic planning

Every great customer experience starts with a clear vision. Identify high-value use cases and decide which parts of your customer journey you want to transform first, and define the ROI you expect. Whether that’s faster response times, higher NPS, or increased conversion rates. Appoint a project lead who understands both CX and AI, and bring in stakeholders from marketing, service, IT, and compliance early to ensure alignment.

2. Analysis & preparation

Map out your current service and marketing workflows. Identify where customers face delays, where repetitive requests take up team time, and where AI could add personalisation at scale. Review your technology stack, from CRM to contact centre platforms, and assess whether your teams have the skills they need or whether targeted training will help them get more from AI.

3. Design & development

Evaluate AI platforms with a focus on CX capabilities, natural language understanding, multi-channel support, and personalisation options. With HALO, you don’t need to build integrations from scratch. It’s already part of CM.com’s Customer Engagement Platform and comes with standard connections to our Customer Data Platform, marketing automation, and communication channels. That means your AI agents can start engaging customers across chat, voice, and messaging from day one, with data privacy safeguards built in.

Check that your systems can handle AI-driven service at scale. This means clean, accessible customer data and enough processing power to handle multiple conversations in real time. Identify and close any technology gaps now to avoid bottlenecks when your AI agents go live.

4. Build & test your AI agents

Start with a small, controlled use case for example, automating delivery status enquiries or providing instant product recommendations on your website. Test with real customer scenarios and measure performance, accuracy, and the quality of the experience.

5. Implement & monitor

Roll out your AI agent in a pilot phase to one customer touchpoint, such as live chat or WhatsApp. Use real-time dashboards to track speed of response, resolution rates, and customer satisfaction. Treat this as a continuous optimisation process, gather insights, update regularly, and expand into new channels or use cases as you prove value.

Overcoming common challenges

Cultural resistance is common, service agents may worry about being replaced, or marketing teams may be skeptical about automation’s creative potential. Address this by showing how AI takes away repetitive tasks, giving people more time for high-impact work that builds stronger customer relationships.

On the technical side, integrating AI into customer-facing systems can be complex if your data is scattered. Start with data cleaning and standardisation so AI agents always have accurate, up-to-date information to work with.

Make HALO part of your CX strategy

Following this checklist gives you a clear roadmap for using AI to improve service speed, personalise marketing, and strengthen customer relationships. With HALO, you can identify your best CX opportunities, build agents that align with your brand voice, and improve them based on live customer feedback.

For the best results, work with AI specialists, train your teams to think in terms of customer journeys, and connect with other CX leaders who are driving transformation. By approaching AI with a clear plan and the right technology, you’ll unlock faster service, richer engagement, and a customer experience your competitors can’t match.