Tag: monitoring
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.
