{"id":43848,"date":"2026-06-10T08:05:04","date_gmt":"2026-06-10T06:05:04","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=43848"},"modified":"2026-06-10T08:31:07","modified_gmt":"2026-06-10T06:31:07","slug":"different-kpis-for-your-customer-service-with-ai","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/different-kpis-for-your-customer-service-with-ai\/","title":{"rendered":"Different KPIs for your Customer Service with AI"},"content":{"rendered":"<p>As a customer service manager, choosing the &#8216;right metrics&#8217; has always been a hot topic. Whether it comes to monitoring the performances of your team or getting to know about customer&#8217;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 <strong>integration of AI<\/strong> into many customer services, it&#8217;s time to set\u00a0different KPIs.<\/p>\n<p><!--more--><\/p>\n<h2><strong>Listen to podcast<\/strong><\/h2>\n<iframe loading=\"lazy\" src=\"https:\/\/widget.spreaker.com\/player?episode_id=72439995&amp;theme=light&amp;playlist=false&amp;playlist-continuous=false&amp;chapters-image=true&amp;episode_image_position=right&amp;hide-likes=false&amp;hide-comments=false&amp;hide-sharing=false&amp;hide-logo=false&amp;hide-download=true\" width=\"100%\" height=\"150px\" frameborder=\"0\"><\/iframe>\n<p>\ud83c\udfa7 Subscribe on <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/p>\n<h2><strong>Highlights\u00a0<\/strong><\/h2>\n<ul>\n<li>00:51 Intro episode #54\u00a0<\/li>\n<li>01:21 2020-2026: The unruled passion for NPS is over<\/li>\n<li>03:01 Stop looking for just one &#8216;perfect&#8217; metric\u00a0<\/li>\n<li>05:11 Various support channels&#8230;inconsistent metrics [w\/ case examples]<\/li>\n<li>10:15 Why with AI you need different KPIs<\/li>\n<li>13:23 Introducing a new type of metrics on AI outcomes<\/li>\n<li>17:45 4+1 available keynote speeches for your next conference<\/li>\n<li>18:31 Get in touch here: <em>paolo@customerserviceculture.com<\/em><\/li>\n<li>19:03 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music<\/li>\n<li>19:21 \ud83d\udca1Check out all available services on CustomerServiceCulture.com<\/li>\n<li>20:15 Closing remarks &#8211; have great conversations.<\/li>\n<\/ul>\n<h2><strong>Related links\u00a0<\/strong><\/h2>\n<ol>\n<li>Missed previous one? Listen to &#8216;<a href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/getting-manager-and-team-up-skilled-together\/\">getting manager and team up-skilled together<\/a>&#8216;<\/li>\n<li>Related: <a href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/using-ai-during-or-after-the-conversation\/\">Using AI during or after the conversation?<\/a><\/li>\n<li>Check out my <a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">consulting and coaching services<\/a><\/li>\n<li>Get your customer service team up-skilled with customized <a href=\"https:\/\/customerserviceculture.com\/en\/training\">training paths<\/a><\/li>\n<li>To boost your next conference: <a href=\"https:\/\/customerserviceculture.com\/en\/speaking\/\">4 +1 customized keynote speeches<\/a><\/li>\n<li>Read my book &#8216;<a href=\"https:\/\/amzn.to\/3MX8VAq\">The Power of Digital Conversations<\/a>&#8216;\u00a0<\/li>\n<li>Learn more about the <a href=\"https:\/\/customerserviceculture.com\/en\/customer-culture-academy\/\">Customer Culture Academy<\/a>.<\/li>\n<li>\ud83c\udfa7 Subscribe to this podcast on <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/li>\n<\/ol>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>As a customer service manager, you can&#8217;t rely solely on traditional metrics such as CSAT, NPS, or CES. Conversely I encourage to ask yourself: <em>&#8220;what should I start monitoring to measure the impact and the outcome of AI in my Digital Customer Service processes?&#8221;<\/em> <span style=\"font-size: revert; color: initial; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen-Sans, Ubuntu, Cantarell, 'Helvetica Neue', sans-serif;\">\u2192 <\/span><span style=\"font-size: revert; color: initial; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen-Sans, Ubuntu, Cantarell, 'Helvetica Neue', sans-serif;\">Then you may <strong>set up new KPIs<\/strong> related to the use of Artificial Intelligence.\u00a0<\/span><\/p>\n<blockquote>\n<p>\ud83d\udc49 <a href=\"https:\/\/customerserviceculture.com\/en\/contact-paolo\/\">Let&#8217;s discuss how you can make it effectively<\/a>.<\/p>\n<\/blockquote>\n<p>.<\/p>\n<p><em>Image credit: Unsplash.com<\/em><\/p>\n<p><a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">Subscribe to the newsletter<\/a>.<\/p>\n\n\n<p>Have great conversations!<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>As a customer service manager, choosing the &#8216;right metrics&#8217; has always been a hot topic. Whether it comes to monitoring the performances of your team or getting to know about customer&#8217;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 [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":43865,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[931,746,991,763],"class_list":["post-43848","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-ai","tag-digital-customer-service-2","tag-kpi","tag-podcast-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Different KPIs for your Customer Service with AI - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"As a manager, you can not rely solely on traditional metrics. 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