Most AI customer service ROI math counts deflected tickets and sticker prices. Here's the formula that uses cost per resolved ticket, with a worked example.
Most AI support dashboards lead with deflection rate, a proxy. Here are the AI customer service KPIs that actually predict ROI, and 5 to stop tracking.
Deflection rate is the % of support contacts handled before they reach a human. Here's the formula, what counts, real benchmarks, and why it isn't resolution.
Time to first response (TTFR) is how long a customer waits for a first reply. Here's how to measure it, what good looks like, and why AI is breaking it.
Containment rate is the % of tickets an AI closes without a human, even if the customer gave up. Here's the formula, benchmarks, and what to track instead.
Everyone asks "what's a good AI resolution rate?" and gets a hand-waved number. We pulled real data from 195 deployments across 55+ vendors. Here's the truth.
Autonomous resolution is a support ticket an AI handles end-to-end, no human, where the issue is actually solved. Here's what counts, and what doesn't.
Containment, deflection, and resolution aren't the same metric. Here's the decoder: what each measures, the formulas, and the one number to report on.
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