15 new or evolving metrics for measuring customer service

AI Customer Service Metrics Guide

Hi there,

We recently learned that 68% of support leaders* are struggling to implement a baseline report or success metrics for costs saved by AI and automation.

Evolving your strategy with new technology like AI chatbots means you need to reevaluate which metrics and KPIs you’re using to measure the impact of your customer service, too.

We compiled the top 15 metrics that will be impacted by AI, along with our tips for adapting your reporting approach to take advantage of the opportunity that lies ahead:

First response time (FRT) Time to resolution (TTR) Internal quality score (IQS)
Average handle time (AHT) Content views Return on investment (ROI)
Cases handled Customer satisfaction (CSAT) Bot involvement rate
Automated resolution rate Net promoter score (NPS) Bot engagement rate
First contact resolution (FCR) Customer effort score (CES) Conversational insights

Best,
Beth McEntee
Senior Editor, Intercom

 
 
Intercom
Intercom
Intercom
Intercom
----------
© 2023 • Intercom • 55 2nd St • San Francisco • CA • 94105

This email was sent to you.
If you no longer wish to receive these emails you may Unsubscribe.

Privacy Policy

Older messages

Which AI chatbot is right for your team?

Tuesday, October 24, 2023

69% of support leaders plan to invest more in AI–like chatbots–in the year ahead | Intercom Hi there, Earlier this year, we surveyed over 1000 customer service professionals and found that 69% plan to

[Guide] How customer service metrics are evolving in the age of AI

Thursday, October 19, 2023

Plus, new metrics to track and tips for leaders | AI Customer Service Metrics Guide Hi there, For the best support teams, rigorous reporting on key metrics is essential. But with AI transforming

Is AI making customer service more personal?

Sunday, September 17, 2023

Customer expectations are on the rise – are you ready? | The Intercom newsletter Hi there, As a customer support leader, you'll know that customer expectations around personalized support have

Uncovering the AI opportunities in your business

Sunday, September 17, 2023

An interview with AI educator Kavita Ganesan | Intercom Inside Intercom: Kavita Ganesan AI educator Kavita Ganesan on uncovering AI opportunities in your business Hi there, If you're ready to start

Is AI disrupting your workforce management?

Thursday, September 7, 2023

Learn how Intercom is adapting our WFM for AI Mastering workforce management in the age of AI Hey there! Is AI disrupting your team's workforce management? The support landscape is evolving quickly

You Might Also Like

Little Stream Software digest for the week of 2024-12-25

Wednesday, December 25, 2024

Hey there, Here's articles I published over the last week. - Eric Davis ​Merry Christmas​ Merry Christmas to you and your family. Hopefully you're able to take some well-deserved time off today

Use AI and protect your data

Wednesday, December 25, 2024

Today's Guide to the Marketing Jungle from Social Media Examiner... Presented by social-media-marketing-world-logo Next month is Artichoke and Asparagus Month, Reader! Are you a mayonnaise or

A reason to celebrate

Wednesday, December 25, 2024

Whichever way you celebrate the end of the year, my team and I would like to wish you Happy Holidays. Thank you for trusting us to be part of your marketing journey. Let's keep the momentum going

Don’t Write Another Newsletter Until You Read This

Wednesday, December 25, 2024

Why 1/5/10 Changes Everything ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌

How they flipped a domain for $90k (in just 22 days!) 😱

Wednesday, December 25, 2024

You're invited to join in on all the fun! View in browser ClickBank Happy Holidays! TODAY, two of ClickBank's top vendors, Steven Clayton and Aidan Booth, have officially kicked off their 13th

The Gift of Leadership

Wednesday, December 25, 2024

From all of us at The Daily Coach, Happy Holidays! ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌

Hack to define your key activation event

Wednesday, December 25, 2024

Inro, Qolaba, MySEOAuditor, ContentRadar, and SEO Pilot are still available til end of this week. Then, they're gone!! Get these lifetime deals now! (https://www.rockethub.com/) Today's hack

Polymarket, Sora, and The Hallmark Killer

Tuesday, December 24, 2024

What's on the top of my mind today? ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌

ET: December 24th 2024

Tuesday, December 24, 2024

Exploding Topics Logo Presented by: Exploding Topics Pro Logo Here's this week's list of rapidly trending topics, insights and analysis. Topic #1 Perfume Layering (trends) Chart Perfume

10 Steps to Improve The Odds You Get Funded

Tuesday, December 24, 2024

And happy holidays from SaaStr! To view this email as a web page, click here saastr daily newsletter This edition of the SaaStr Daily is sponsored in part by Prismatic 10 Simple Steps to Improve The