Key Metrics We Track
After implementation, we help you measure the impact of your AI-powered support. Here are the metrics that matter most.
Resolution Metrics
AI Resolution Rate Percentage of conversations fully resolved by AI without human intervention. Our target: 40-51%.
First Response Time How quickly customers get their first response. AI typically responds in under 30 seconds.
Average Handle Time Total time from first message to resolution. AI reduces this significantly for common queries.
Customer Satisfaction
CSAT Score Customer satisfaction rating after conversations. Track separately for AI and human interactions.
Customer Effort Score How easy it was for customers to get help. Lower effort = happier customers.
Efficiency Metrics
Conversations Per Agent How many conversations your human team handles. Should decrease as AI handles more.
Cost Per Conversation Total support cost divided by conversations. Should decrease over time.
Escalation Rate Percentage of AI conversations that require human intervention. Monitor and optimize.
Business Impact
Support Cost Savings Direct savings from reduced staffing needs and faster resolutions.
Customer Retention Track whether improved support correlates with better retention.
Revenue Impact Measure conversions from support interactions and proactive engagement.
Typical Results
Within 30 days:
20-30% of queries resolved by AI
50% reduction in first response time
Team bandwidth freed for complex issues
Within 90 days:
40-51% AI resolution rate
Measurable cost savings
Improved customer satisfaction scores
Within 6 months:
Full ROI realization
Optimized workflows
Scalable support infrastructure
How We Report
During your 3-month optimization retainer, we provide:
Weekly performance snapshots
Monthly detailed reports
Quarterly business reviews
Recommendations for improvement