AI First Resolution
Jonathan Ellsworth, Chief Revenue Officer at ApexCX and over 25 years of experience in the call center space, joins us on the latest episode of the Contact Center KPI podcast.
And we dove head first into AI with a new KPI called AI First Resolution.
Key takeaways from Jon Ellsworth
1. Change management is hard.
People want to be told the truth about what is happening when you implement an AI solution. This includes what’s expected of them.
Implementing a pilot testing period will help your agents understand those expectations.
2. Adding a new metric like AI First Resolution helps you determine the true impact of AI on your business.
For example, if you measure AHT before AI and with AI, the “with AI” metric will almost always win.
That’s why you need a better representation of how AI impacted your business.
Including customer retention, CSAT scores, and a few other metrics will help you accurately measure AI First Resolution.
3. You may keep a customer, but if they aren’t happy with your implementation of AI they won’t grow as a customer and will eventually leave.
The implementation of AI brings lots of challenges. Your customers may not like what you have in place and you won’t realize it until later down the road.
While you may save money upfront with AI, it might hurt you more in the long run.
This is why measuring results with new KPIs will be essential.
