AI’s value in contact centers extends beyond call deflection metrics. Effective measurement requires tracking what it saves, where it breaks, and how it affects customers and agents alike.
Why “Interactions Handled” Doesn’t Reflect True Success
Volume alone misses critical insights. A bot that handles more interactions but delivers half-answers, drives repeat calls, or frustrates customers doesn’t prove ROI. Measuring efficiency, quality, and outcomes matters more than raw interaction counts.
Cost Efficiency Metrics
Four key performance indicators prove financial impact:
1. Self-Service/Containment Rate
How often AI resolves issues without human intervention. Higher containment rates directly reduce agent workload and costs.
2. Escalation Rate
Rising escalation rates signal training gaps or overly complex automation that needs refinement.
3. Average Handling Time (AHT)
Shorter handling times indicate operational savings when AI assists agents with information and suggestions.
4. Cost per Resolved Interaction
The comprehensive financial metric combining all labor costs against successful resolutions. This is your ultimate ROI indicator.
Customer Experience Metrics
CSAT/NPS for AI Flows
Regular satisfaction pulse checks prevent long-term trust erosion. Track satisfaction specifically for AI-handled interactions.
First-Contact Resolution (FCR)
Ensures problems are solved on first attempt, not recycled through systems. AI should improve FCR, not reduce it.
Productivity Metrics
Tickets Closed per Agent
Measures how AI assistance improves agent effectiveness and throughput.
After-Call Work Time (ACW)
Administrative time reduction through AI-powered summarization and form filling.
Agent Utilization Rate
Productive work percentage during shifts—AI should help agents spend more time on valuable interactions.
Training Time
Onboarding speed improvements when AI provides real-time guidance to new agents.
Pre-Launch Checklist
Before implementing AI in your contact center:
- Establish baseline performance metrics
- Select meaningful KPIs aligned to business goals
- Set realistic targets by industry type
- Translate efficiency gains into dollar values
Conclusion
Comprehensive metric tracking across customer experience, agent productivity, and costs provides a complete picture of performance and a roadmap for what to improve. Don’t just count interactions—measure the outcomes that matter.
Ready to measure your AI’s true impact? Platform28 can help you establish the right KPIs and tracking systems for your contact center.