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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 MetricNet.com to learn more! 

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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