Tag: KPI
ROI of AI automation: the metrics that actually work
72% of CIOs report that their organization is breaking even or losing money on AI investments. Only 1 in 5 AI initiatives achieves a measurable ROI. The wrong metrics don't just fail to measure value: they lead to wrong decisions on subsequent projects.
NPS doesn’t measure automated customer service. And it never did
Gartner had predicted that over 75% of organizations would abandon Net Promoter Score as a customer service metric by 2025. With AI handling most interactions, the NPS problem has become even more acute. Here's what to measure instead.
How to measure the quality of a customer service that talks to robots
Traditional customer service metrics don't work when most interactions are handled by AI. Average handling time, first contact resolution rate, CSAT: all require a rethink when the agent isn't human. Gartner has already redefined what to measure and how.
How to measure an AI agent that actually works
45% of high AI maturity organizations keep their projects in production for at least three years. Only 20% of low maturity organizations do. The difference isn't the technology: it's the measurement. Here's what to measure and how to make the numbers actually useful.
