Analyze
AI maturity
Version 2.0 · Last updated 2026-05-28
Business impact tells you the current return. AI maturity tells you the trajectory. Together they answer: how much more is possible from here?
The matrix
The AI maturity dashboard is a grid. Four columns for Moments, five rows for maturity levels. Each cell contains a checklist of things you need to do, enable, or deploy. Complete every item in the checklist and the cell reaches 100%, which means that Moment has reached that maturity level. A partial cell shows a ring chart with the percentage of the checklist completed. The top-left corner shows the total AI maturity score across everything.
Click any cell to see what you still need to do and what you have already done. Items range from connecting a Source to configuring a Procedure to activating a Signal. The list is specific to the combination of Moment and level. Completing one cell’s checklist is independent of the others, so you can work on any cell in any order.
Moments (columns)
Acquisition
AI capabilities for identifying, engaging, and converting prospects. Covers chatbot-driven qualification, prospect orchestration, and automated acquisition workflows. Maturity grows as you connect Signals for buying intent, configure lead-capture Procedures, and close the loop with your CRM through Living Context.
Retention
AI-driven health monitoring, churn prediction, and intervention workflows to optimize customer retention and lifetime value. Maturity grows as you add churn-risk Signals, configure retention Procedures, and connect account-level context from your CRM.
Sales expansion
AI-powered identification and orchestration of upsell and cross-sell opportunities through predictive Signals and automated campaigns. Maturity grows as you configure expansion Signals, add upgrade Procedures and Notifications, and connect billing data through Living Context.
Support
Intelligent support automation, from basic search and routing to autonomous resolution and help content generation. Maturity grows as you expand Living Knowledge, tune Personality for support tone, connect your helpdesk through Living Context, and let the agent generate Help Center content.
Maturity levels (rows)
Experimental
You have just started with AI and are running an initial pilot. Configuration is minimal and focused on first experiments. One or two Sources connected, default Personality, no Procedures beyond the basics.
Assisted
AI supports basic tasks like search and lookup. Humans make all important decisions and remain in full control. Living Knowledge has good coverage of common topics and the Team Assistant is active and drafting replies.
Automated
AI automates routing, notifications, and post-conversation analysis. Humans supervise and step in when needed. Procedures handle common actions (cancellations, plan changes, data requests). Signals detect key events. Deflection rates are measurable and stable.
Agentic
AI handles many actions end-to-end, escalating only exceptions to humans. It drives training data quality, maintains knowledge, and can generate help content automatically. Notifications surface opportunities before the customer asks. Living Context connects the agent to your CRM, billing, and product data so it can act inside your systems of record.
AI-First
AI autonomously chooses strategies to achieve user and business goals and learns over time. Humans primarily configure, monitor, and govern the AI, rather than handling routine work. Living Knowledge maintains itself through the Train loop. Quality and satisfaction metrics are stable or improving without proportional team investment.
Certificates
When you complete a maturity level for a Moment, you earn a certificate. Certificates are available for each of the 20 cells in the matrix. Reaching Automated in Support is one certificate. Reaching Agentic in Acquisition is another. Collect them as you progress.
Priority
You can set a priority by selecting either a row or a column in the matrix. Selecting a row (for example, Automated) tells the system you want to reach that level across all Moments. Selecting a column (for example, Support) tells the system you want to advance that Moment through all levels.
Once a priority is set, the Inbox messages that tell you what to do next to increase maturity will focus on your priority. Instead of generic recommendations across the whole matrix, you get actions relevant to the row or column you selected.
What you can do here
- See the total AI maturity score and per-Moment scores
- Read per-level scores across all Moments
- Identify partial cells where completion is lagging
- Click into any cell to see what remains
- Set a priority row or column to focus your Inbox recommendations
- Earn certificates as you complete levels
- Use the Gaps section for prioritized next actions
When to use it
- Quarterly planning conversations
- Annual contract review with your account manager
- Leadership reports about the longer arc of the rollout
- After deploying a new Moment, to track its ramp
- When you want to focus the team on a specific Moment or maturity level
How it works
The matrix reads from your configuration, Performance, and Business impact data. Each cell evaluates whether the capabilities for that Moment at that level are configured, active, and producing results. The score updates automatically as conditions change. When you set a priority, the system filters Inbox recommendations to actions that move the selected row or column forward. You do not configure anything else here, you act on what the matrix tells you.
Frequently asked questions
How do I get to the next maturity level?
Open "Analyze > AI maturity" and look at the partial cells in the matrix. Each one tells you what is missing for that Moment at that level. The Gaps section below the matrix lists recommended actions with estimated impact.
Why is my total score lower than I expected?
The total score averages across all four Moments and all five levels. If one Moment is not deployed, its entire column stays at zero and pulls the average down. Deploying even a basic configuration for that Moment moves the score.
Should I always aim for AI-First across all Moments?
Not necessarily. Some businesses reach Automated or Agentic in Support and Acquisition but leave Expansion at Assisted because the use case does not justify it. The dashboard recommends, you decide.
How is the score calculated?
Each cell in the matrix represents a completion percentage for one Moment at one maturity level. The per-Moment score averages that Moment's column. The per-level score averages that level's row. The total score averages all 20 cells.
What does a partial cell mean?
You have started configuring the capabilities for that Moment at that level, but not completed them. Click the cell to see what remains.
Where do I see the impact of taking a recommended action?
After taking the action, return to AI maturity. The matrix updates as conditions change. Give it a week of production traffic to see the score move.
