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    CAM - Certainly Automation Mapper

    Find the use cases worth automating first

    A short, three-minute questionnaire that scores your top use cases by time saved, customer impact and implementation complexity.

    3-minute questionnaire Scored by ROI and complexity No signup to start

    Choose your industry to begin

    Frequently asked questions

    How CAM works

    Everything you need to know before you run the questionnaire, including the data we ask for and how we score recommendations.

    What is CAM (Certainly Automation Mapper)?
    CAM, the Certainly Automation Mapper, is a free, three-minute interactive tool that helps customer support and CX leaders identify which AI agent use cases to automate first. It scores opportunities by time saved for your team, impact on your customers and implementation complexity, then recommends a focused starting set for your proof of concept.
    What is CAM based on?
    CAM is built on Certainly's internal IP and operational know-how, distilled from hundreds of live AI customer support implementations across retail, financial services, iGaming, SaaS, healthcare and the public sector. The use case library, scoring weights and complexity caps reflect what has actually shipped, scaled and produced measurable ROI for our customers, not generic AI theory.
    How does CAM work?
    You answer a short questionnaire about your industry, primary support channels, top customer queries and current systems. CAM maps your answers to a curated library of proven AI support use cases, scores each one for time savings, customer impact and ease of implementation, and ranks the top three to start with plus a phase-two backlog. You can then rate each shortlisted use case yourself to refine the recommendation.
    What information do I need to provide to CAM?
    You only need high-level operational context: your industry (and sub-vertical for retail), your primary support channels such as web chat, email, voice, WhatsApp, Messenger or Instagram, the customer queries that consume the most agent time, and whether your team has API access to your core systems such as your e-commerce platform, OMS, CRM or helpdesk. No customer data, no ticket exports and no logins are required.
    How long does CAM take?
    Most CX leaders complete the questionnaire in two to three minutes. Rating the shortlisted use cases on time saved and customer impact takes another minute or two, depending on how many you select.
    Is CAM free?
    Yes. CAM is free to use, requires no account and no credit card. You receive your prioritized recommendations on screen immediately and can optionally request a follow-up conversation with our team.
    How does CAM score recommendations?
    Each use case is scored on three dimensions: time saved for your support team, impact on the end customer experience and implementation complexity. Use cases that depend on API access to systems you do not currently expose are deprioritized, and write actions that modify customer records are reserved for a later phase so your proof of concept stays low risk.
    Which industries does CAM support?
    CAM covers retail and e-commerce, financial services, local government and councils, iGaming, B2B SaaS, events and ticketing, healthcare, education and a general option for other verticals. Retail includes sub-verticals for fashion, electronics, beauty, home, food and grocery, and health and wellness.
    What happens after CAM shows my recommendations?
    You can share the prioritized list with your team, request a tailored business case from Certainly, or book a working session with our solutions team to scope the proof of concept. Your inputs are used only to generate your recommendations and, if you choose, to prepare your follow-up conversation.
    Does CAM need customer or ticket data?
    No. CAM works entirely from the categorical answers you provide. We never ask for ticket exports, conversation transcripts, customer records or credentials.
    What is the difference between a WRITE and a READ action?
    A READ action means the AI agent only fetches information from your systems, for example looking up an order status, tracking number, account balance or knowledge-base article. Nothing in your systems changes, so risk is low and these are usually the fastest use cases to launch. A WRITE action means the agent actually changes data on your behalf, for example cancelling an order, updating a shipping address, issuing a refund, resetting a password or creating a Zendesk ticket. WRITE actions deliver more value because they fully resolve a request without a human, but they need write-scope API access, stricter guardrails (confirmations, eligibility checks, audit logs) and a slightly longer review cycle. CAM flags WRITE use cases with a higher complexity score so you can sequence them sensibly: typically start with high-volume READ actions for fast wins, then layer in WRITE actions where the unit economics justify the extra setup.