Your pilot is technically working but users are not using it. What do you do?

Strong answer

Sit with users and watch them work. Common causes: the tool lives in a separate window from where work happens, it takes longer than the old way for the common case, answers are not trusted because there are no sources, or nobody told them it is allowed. Check usage data for where people drop off. Then fix the biggest friction: embed it where they already work (their ticketing system, Teams, the CRM), make the common task one click, show citations, and get a respected team lead to champion it. Report honestly to the sponsor with the usage numbers and the plan, rather than hoping it improves.

Weak-answer indicators

• Blames the users
• Adds more features
• Hides the low usage from the sponsor