How to measure an AI service agent: the metrics beyond "resolved"Measuring an AI agent by how many conversations it closed is misleading. Six metrics that show if the customer was actually served: resolution, recontact, score and cost.Blog · Tag
Customer experience
Everything we publish about Customer experience.
How to measure an AI service agent: the metrics beyond "resolved"Measuring an AI agent by how many conversations it closed is misleading. Six metrics that show if the customer was actually served: resolution, recontact, score and cost.
9.3 for the human, 7.0 for AI: how to close that gap in customer serviceIn a survey of 1,003 Brazilians, human service scored 9.3 and AI scored 7.0. Five design adjustments to close that gap.