Summary: How can I track my company's AI maturity? A Use Case focused AI Maturity Model can help you track your progression from a baseline of no AI through 6 stages till you start innovating with AI.
Having a roadmap to track your business’ AI adoption helps you navigate the rapidly evolving AI landscape. Understanding where you stand and where you're headed becomes crucial to achieving goal-oriented business outcomes. The following is a Use Case focused framework we’ve used to track distinct layers of maturity that companies typically progress through on their AI journey. This framework can help you assess your current position and chart a path forward.
The following table provides an overview of the maturity levels.
| Maturity Level | Theme |
|---|---|
| Level 0 | Baseline - No AI |
| Level 1 | Tool-based AI |
| Level 2 | Consistent Usage |
| Level 3 | AI-first Processes |
| Level 4 | Acceleration and Amplification |
| Level 5 | Innovation |
Let's start with the baseline: no AI usage at all. While this might seem outdated in 2025, many organizations still operate here, either due to regulatory constraints, resource limitations, or simply not yet recognizing the potential value AI can bring to their operations.
The first real step into AI adoption comes in two forms. First, teams begin using AI features that have been added to their existing tools, for example grammar suggestions in document editors or smart compose in email clients. Second, employees start experimenting with AI chatbots for occasional tasks, perhaps drafting a blog post or brainstorming ideas. At this stage, workflows remain unchanged. AI is an occasionally helpful addition to existing processes. Most AI usage at this stage is limited to pilots, POCs or off-the-shelf tools.
As comfort grows, AI usage becomes more systematic. Teams actively incorporate AI chatbots and tools in existing workflows. The key distinction here is consistency. AI moves from being an occasional helper to a regular part of how work gets done within a process. AI is added to process documentation, becomes a part of onboarding, and becomes a part of how a specific process is run. However, processes and workflows remain the same, but they are enhanced with AI assistance. While AI adoption is consistent in some processes, adoption is inconsistent across the business.
An example within the marketing domain is using AI to review all blog posts prior to publication.
This level marks a significant shift in thinking. Rather than simply adding AI to existing processes, organizations begin redesigning their workflows with AI capabilities in mind. Companies start building custom systems and processes unique to their business needs, purpose-built to leverage AI's strengths. This isn't just automation, it's a reimagination of what’s possible.
An example in marketing is using an AI agent to review relevant Google Trends and to generate a rough first draft of possible blog posts at the start of each day. Generating blog posts based on trending topics is an entirely new AI-first approach.
At this stage, the transformative power of AI becomes apparent in two key ways:
Acceleration: Organizations can execute their existing processes significantly faster. What once took days might now take hours, and what took hours might take minutes.
Amplification: Because AI makes processes faster and more cost-effective, businesses can do more of what they're already doing. A content team might go from publishing weekly to daily. A research team might analyze 10x more data. The scope of existing operations expands dramatically.
Building further on our marketing example, the AI Agent now generates multiple variations of each blog post using a variety of content hooks. At this layer of maturity, the content team starts the day by reviewing the various blog post ideas and hooks, selecting one that they think will work well, and then putting a human touch into each post.
The highest maturity level represents true innovation. Organizations at this stage recognize that AI doesn't just make existing processes better, it enables entirely new capabilities. Companies begin developing new products, services, and ways to create customer value that simply weren't possible before AI. This is where competitive advantage truly emerges, as businesses leverage AI to do things their competitors cannot.
Understanding these maturity levels isn't just an academic exercise. It provides a practical framework for planning your AI journey. Where does your organization currently sit? What would it take to move to the next level? What barriers are preventing you from moving forward? Are the barriers technical, cultural, or organizational?
The progression through these levels isn't always linear, and different departments within the same organization may be at different stages. The key is to be intentional about your advancement, ensuring that each step builds toward a comprehensive AI strategy that aligns with your business goals.
As AI continues to evolve, so too will the possibilities at each maturity level. The organizations that thrive will be those that not only adopt AI but continuously push toward higher levels of maturity, always asking: "What's now possible that wasn't before?"
Sentrix Labs is a Customer Engagement platform that helps brands build Customer Engagement programs that drive customer loyalty and brand loyalty.