Measure and improve

Understanding your AI maturity score

Understanding your AI maturity score is essential for maximizing the value of your Unless deployment. The AI maturity dashboard provides a detailed, structured view of how advanced your organization’s use of AI is across different customer lifecycle moments and maturity levels. This insight helps you identify strengths, gaps, and next steps to improve your AI capabilities and business outcomes.

what the AI maturity dashboard shows

The AI maturity dashboard is organized as a matrix with four columns representing the key customer Moments—Acquisition, Retention, Sales expansion, and Support—and five rows representing maturity levels: Experimental, Assisted, Automated, Agentic, and AI-First. Each cell in this 5x4 grid contains a checklist of configuration and deployment tasks specific to that Moment and maturity level.

Completing all items in a cell’s checklist means that particular Moment has reached that maturity level, indicated by a 100% completion ring. Partial completion is shown as a ring chart with the percentage done. The overall AI maturity score, displayed in the top-left corner, averages progress across all Moments and levels, giving you a comprehensive view of your AI rollout.

You can click any cell to see detailed information about what you have completed and what remains to be done. These tasks range from connecting data Sources and configuring Procedures to activating Signals. Because each cell is independent, you can work on advancing any Moment or maturity level in any order.

understanding the four Moments

Each column in the matrix corresponds to a customer lifecycle Moment where AI can add value:

• Acquisition: Focuses on identifying, engaging, and converting prospects using chatbot-driven qualification, lead capture, and CRM integration.
• Retention: Involves monitoring customer health, predicting churn, and automating interventions to improve lifetime value.
• Sales expansion: Targets upsell and cross-sell opportunities through predictive signals, automated campaigns, and billing data integration.
• Support: Covers intelligent support automation, including search, routing, autonomous resolution, and help content generation.

Your AI maturity score reflects how well your Unless deployment supports these Moments with AI capabilities.

the five maturity levels explained

The rows represent increasing levels of AI sophistication and autonomy:

• Experimental: Initial pilot stage with minimal configuration and basic AI support.
• Assisted: AI supports simple tasks like search, while humans retain control over decisions.
• Automated: AI automates routine actions and notifications, with human supervision for exceptions.
• Agentic: AI handles many tasks end-to-end, maintains knowledge, and connects deeply with your systems.
• AI-First: AI autonomously drives strategies and learns over time, with humans focusing on governance and monitoring.

Your progress through these levels indicates how mature and integrated your AI capabilities are.

how to use your AI maturity score

The AI maturity dashboard is a powerful tool for planning and improvement. Use it to:

• Identify which Moments and maturity levels need attention by spotting partial or low-scoring cells.
• Click into cells to get actionable checklists that guide your next steps.
• Set priorities by selecting a specific Moment or maturity level to focus your team’s efforts.
• Track progress over time, especially after deploying new Moments or making configuration changes.
• Support quarterly planning, leadership reporting, and contract reviews with clear metrics.
• Earn certificates as you complete maturity levels, marking your achievements.

interpreting your score and next steps

Your total AI maturity score averages progress across all Moments and levels. If a Moment is not yet deployed, its column scores zero, lowering the overall average. This is normal and can be improved by starting basic configurations for that Moment.

You do not need to aim for AI-First maturity across all Moments. Depending on your business needs, some Moments may remain at Assisted or Automated levels while others advance further.

After taking recommended actions from the dashboard, allow about a week of production traffic for the score to update and reflect your improvements.

conclusion

Understanding your AI maturity score helps you see where your Unless deployment stands and what to do next. By leveraging the detailed matrix and checklists, you can systematically advance your AI capabilities across customer Moments and maturity levels. This structured approach ensures you get the most value from your AI investment and continuously improve customer engagement and business impact.