Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
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Aug 25, 2024 09:26 PM
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Aug 25, 2024
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What will happen to the most common customer support metrics as AI agents get more popular?
I'm guessing:
- CSAT (Customer Satisfaction Score)
- Probably still relevant, however, completion is likely to fall as there is less of a social contract/urge to 'help' an agent by rating if they are not human. Scores may become more accurate as customers don't have to worry about agent feelings?
- FRT (First Response Time)
- Will be pushed further down the support stack and only apply to human interactions if it is to be useful as AI responses become standardized at a few seconds, skewing metrics significantly and resulting in 'barbell' response times.
- AHT (Average Handle Time)
- Similar to FRT, this will only likely make sense for any queries shared with human agents.
- NPS (Net Promoter Score)
- Likely very little impact.
- FCR (First Contact Resolution)
- Potentially still useful although it may be replaced by the newer AI metrics (see below).
- Ticket Volume
- This may become less relevant as the incremental cost of resolving tickets falls to zero. Maybe you want MORE tickets as it means more people are asking questions to learn about how to use a product and there is actually an 'optimal' level of tickets for a product.
- ART (Average Resolution Time)
- Probably becomes even less relevant than a 'median' resolution time as the 'barbell' effect of support increases with tickets being resolved in seconds or hours/days, with little in between. More likely this time will only begin to apply to tickets passed over to people. You can expect this to get longer too as humans deal with more complex queries than previously.
- Escalation Rate
- This likely only changes to add another 'tier' to tickets, being that of tickets that can be resolved by AI before being 'escalated' to a person.
There will likely be new metrics too that will become more relevant and popular:
- AIR/ROAR/ARR (AI Resolution/Rate of Automated Resolution/AI Resolution Rate)
- The % of tickets/conversations that can be handled without human input
- Bot Engagement Rate
- People will always try to bypass bots, largely as a hangover of having used 'bad' bots in the past, so you'll likely need a way to track how often this happens.
What do you think will change or are you already seeing the change?
