Question 1

How do you measure AI agent performance in customer support?

Accepted Answer

Measure AI agent performance in customer support by tracking AI resolution rate, reopen rate within a set window, CSAT on AI-handled conversations, accuracy from sampled reviews, handoff rate and quality, time to resolution, cost per resolution, and safety incidents such as wrong actions or policy breaches. Compare against human-handled tickets of the same type.

Question 2

What is the most important AI support metric?

Accepted Answer

Resolution rate paired with reopen rate and CSAT.

Question 3

How do you measure AI accuracy?

Accepted Answer

Sample conversations and have reviewers grade them, or use an evaluation set with known answers.

Question 4

Should AI and human metrics be compared?

Accepted Answer

Yes, on the same ticket types, to see where AI performs well and where people should take over.

Metric	Definition
AI resolution rate	AI conversations solved without a human
Reopen rate	Resolved conversations reopened within 7 days
CSAT (AI)	Satisfaction on AI conversations
Accuracy	Share of sampled answers judged correct
Handoff rate	Conversations passed to humans
Time to resolution	Start to solved
Cost per resolution	Total AI cost ÷ resolutions
Safety incidents	Wrong actions, data exposure

How do you measure AI agent performance in customer support?

Metric set

Review cadence

Frequently Asked Questions