AI Customer Service ROI

Investing in AI support pays off when you measure the right outcomes.

Deflection and volume

Fewer tickets mean lower cost per resolution. Track deflection rate and total ticket volume before/after. Attribute savings to the agent where deflection is clear.

First response time

AI can respond instantly. Track average first response time (AFRT) and % of conversations that get a reply within X minutes. Faster response often improves CSAT.

Cost per resolution

Include tool cost, any extra licensing, and labor (humans handling escalations). Divide by total resolutions (deflected + escalated). Compare to pre-AI cost per resolution.

CSAT and quality

Monitor satisfaction for both deflected and escalated conversations. Ensure deflection doesn’t hurt quality; tune escalation and KB when it does.

For deflection tactics, AI Support Agent Ticket Deflection. For the niche, AI Support Agent.