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Redefining measurement in an AI-first support model
Автор: Intercom
Загружено: 2025-11-26
Просмотров: 85
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When AI becomes the foundation of your support system, traditional metrics no longer tell the full story. This lesson introduces three core benchmarks for AI performance: involvement rate, resolution rate, and automation rate, plus how to use CX Score for a complete, unbiased picture of customer experience.
By shifting focus from speed and volume to reach, effectiveness, and quality, you’ll measure success the way modern support teams should.
Next, make the business case for scaling your AI Agent: • How to make the business case for scaling AI
Take the course at: https://academy.fin.ai/scaling-your-a...
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