Short answer: The most important KPIs for AI customer service are automation rate, first response time, resolution rate without a team member, escalation rate, and customer satisfaction.
Measuring is knowing
To know whether your AI customer service is working, you measure the right KPIs. These show how much time you save and how satisfied your customers remain.
The most important KPIs
- Automation rate: how many questions does the AI handle on its own?
- First response time: how quickly does the customer get an answer?
- Resolution rate without a team member.
- Escalation rate: how much goes to a human?
- Correction rate: how often is an answer adjusted?
- Customer satisfaction (CSAT).
- Cost per handled case.
From numbers to improvement
These KPIs help you continuously fine-tune: which questions can be automated further, where does the assistant escalate too often? That way your automation rate grows step by step. See how this works in the Gløde case study.