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What are the key performance indicators for measuring the success of an AI-powered VA in a consumer brand’s customer support department?
Frequently Asked Questions
Virtual Assistant Services (General)
What are the key performance indicators for measuring the success of an AI-powered VA in a consumer brand’s customer support department?
As per general industry understanding, the following KPIs can be tracked:
a) First-contact resolution rate
b) Average response time
c) Containment rate
d) Escalation rate
e) Customer satisfaction scores, and
f) Average handling time for interactions (involving human agents after a transfer from the VA).
In addition, business leaders can also monitor automation coverage, cost per support interaction, knowledge accuracy, and customer retention indicators.