Measuring AI at work

The conditions a delivered piece of work must meet to be considered done, written so that both sides can tell whether they hold.

The share of conversations an automated system finishes itself, distinct from deflection because a contained conversation may still have ended badly.

The share of incoming enquiries resolved without reaching a person, the headline number in customer support AI and the one most loosely defined between vendors.

The defined route from an automated system to a person, including what context travels with the case.

Whether a customer's issue was settled in one interaction, a long-standing support measure that AI both improves and complicates.

How long a case takes from start to finish, useful alongside quality measures and misleading on its own.

The share of cases actually solved rather than merely closed, which is why it is worth verifying against what customers do next.

What you will do if a change has to be undone, written before the change rather than discovered during it.

The specific results a pilot has to produce to be judged worth continuing, agreed before it starts rather than argued about at the end.