Different KPIs for your Customer Service with AI

As a customer service manager, choosing the ‘right metrics’ has always been a hot topic. Whether it comes to monitoring the performances of your team or getting to know about customer’s feelings. In recent years most companies have had a miscellaneous approach towards KPIs, based on conversational channels (traditional vs. digital ones). Today with the integration of AI into many customer services, it’s time to set different KPIs.

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Highlights

00:51 Intro episode #54
01:21 2020-2026: The unruled passion for NPS is over
03:01 Stop looking for just one ‘perfect’ metric
05:11 Various support channels…inconsistent metrics [w/ case examples]
10:15 Why with AI you need different KPIs
13:23 Introducing a new type of metrics on AI outcomes
17:45 4+1 available keynote speeches for your next conference
18:31 Get in touch here: paolo@customerserviceculture.com
19:03 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music
19:21 💡Check out all available services on CustomerServiceCulture.com
20:15 Closing remarks – have great conversations.

Over to you

As a customer service manager, you can’t rely solely on traditional metrics such as CSAT, NPS, or CES. Conversely I encourage to ask yourself: “what should I start monitoring to measure the impact and the outcome of AI in my Digital Customer Service processes?” → Then you may set up new KPIs related to the use of Artificial Intelligence.