Skip to main content

The true test of any AI tool for service and support is the following: Without human intervention, will the tool: 

Reduce ticket volumes, resolve problems more quickly, decrease total cost of ownership, and improve the customer experience?  

If it checks all these boxes – and gets smarter over time – then it’s true AI, powered by machine learning. 

So, what are the metrics impacted by AI in Service and Support? 

They include: 

Workload metrics such as ticket volume and tickets per user per month 

Cost metrics such as Total Cost of Ownership, First Level Resolution Rate, and % Resolved Level 1 Capable 

Quality Metrics such as First Contact Resolution Rate, Customer Satisfaction, Net Promoter Score, Customer Effort Score, and the Customer Experience 

And Cycle Time metrics such as Mean Time to Identify, Mean Time to Resolve Incidents, and Mean Time to Fulfill Service Requests 

As an example, the current average for tickets per user per month is about 1.1 tickets at level 1, and 0.5 tickets for desktop support. Reducing the tickets per user per month by 50% or more is not uncommon with an effective AI tool. 

Visit to learn more! 

Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

Leave a Reply

Close Menu