Do they diagnose before they build?
A good consultant asks how the work happens today before recommending software. If the first conversation is a product demo, the solution may not fit the problem.
- Ask for a current-state map of the workflow.
- Ask who on your team they will interview.
- Ask what they would not automate, and why.
Who owns the systems and accounts?
Your business should own the CRM, phone numbers, automations, and data. A consultant should work inside your accounts so you can change providers later.
- Confirm accounts are created in your company name.
- Ask for documentation and recorded training at handover.
- Confirm you can export your data at any time.
How will it be tested?
Automation should be tested with real sample cases against criteria you agree before the build starts.
- Ask for written acceptance criteria.
- Ask how errors are detected and who is alerted.
- Ask for a warranty period on delivered work.
Is there a human fallback?
AI receptionists, chatbots, and follow-up sequences should hand off to a person when they are unsure, when a customer asks, or when the situation is sensitive.
- Ask what triggers a handoff to staff.
- Ask how opt-outs and consent are handled for calls and texts.
- Ask how sensitive information is kept out of AI tools.
Is the pricing clear?
You should see what is included, what is excluded, and what third-party fees you will pay directly.
- Ask for a fixed scope or a published range.
- Ask which subscriptions and usage fees are extra.
- Ask what ongoing support costs, and whether you can cancel.
THE TAKEAWAY
The right partner makes your operation easier to run without them. Ownership, testing, and a human fallback matter more than the brand of AI being used.
These are planning recommendations, not a guarantee of results, legal advice, or certification of an implementation.