5 Must-Track AI KPIs for Your Contact Center’s Success
When you implement AI or automation into your contact center, it’s easy to get caught up in the excitement of new tech. But here’s the truth: if you’re not tracking the right AI KPIs, you’ll never really know if it’s working. Metrics are what give you the full picture, and without them, you can’t measure success or report ROI back to the business.
Think of it like this—tracking the right AI KPIs is like checking the vital signs of your contact center. It tells you what’s healthy, what needs attention, and most importantly, if your AI is actually delivering on its promises. To get you started, here are five crucial KPIs to measure. And if you’re ready to dive deeper, we’ve got a full guide waiting for you, complete with a worksheet to make tracking and planning easy.
1. Containment Rate
What it is: The percentage of customer inquiries resolved within a single interaction without needing to escalate to a human agent.
Why it matters: A high containment rate means your AI is effectively handling queries, saving time for both customers and agents.
How to track it: Number of issues resolved by AI / Total number of inquiries x 100
2. Agent Handover Rate
What it is: The percentage of interactions that require transferring from the AI to a human agent.
Why it matters: This metric helps you understand how often your AI needs backup. A lower handover rate indicates more effective AI performance.
How to track it: Number of handovers to agents / Total number of interactions x 100
3. Accuracy of Responses
What it is: The percentage of customer inquiries resolved correctly on the first attempt without the need for further clarification.
Why it matters: Accuracy is crucial for maintaining customer trust and satisfaction. It shows how well your AI understands and responds to queries.
How to track it: Number of correct responses on the first attempt / Total number of responses x 100
4. First Contact Resolution (FCR)
What it is: The percentage of customer issues resolved during the first interaction.
Why it matters: High FCR rates are a clear sign of efficiency and effectiveness. Customers love quick resolutions, and so does your bottom line.
How to track it: Number of issues resolved on first contact / Total number of issues x 100
5. Cost per Contact
What it is: The average cost incurred for each customer interaction.
Why it matters: This metric helps you evaluate the cost-effectiveness of your operations. Lowering the cost per contact while maintaining high service quality is the sweet spot.
How to track it: Total costs incurred / Total number of contacts handled
More AI KPIs to Track
While these five AI KPIs are essential, they’re just the beginning. Tracking the right AI KPIs gives you the insight you need to tweak your strategy, optimize performance, and—most importantly—prove the ROI of your AI investment to the business. If you’re not keeping an eye on the right metrics, you’re flying blind, and no one wants that.
Our comprehensive guide covers even more AI KPIs, including benchmarks to aim for and a worksheet that helps you stay on track. It’s a simple way to ensure your AI implementation is delivering real results. Download the guide today, and take the guesswork out of tracking your contact center’s success.
