The promise of Artificial Intelligence in contact centers is undeniable, offering unprecedented opportunities to streamline operations and elevate the customer experience. However, its true value can only be realized by focusing on the metrics that matter—those that directly measure AI’s ability to deliver tangible results. For an AI tool to be effective, it must demonstrate its ability to reduce call volumes, resolve customer issues faster, lower operational costs, and enhance customer satisfaction—all without compromising the essential human touch that defines excellent service. In this session, Jeff Rumburg will guide attendees through the key metrics that define AI’s success in contact centers. These metrics include both traditional KPIs, such as Average Handle Time (AHT) and Customer Satisfaction (CSAT), and AI-specific benchmarks, like % Resolved by Chat and Voice Bots and AI Failover Rate. Drawing on real-world examples and benchmarking data, Jeff will reveal how leading organizations are leveraging AI to automate up to 50% of customer interactions, resolve inquiries more efficiently, and significantly improve customer satisfaction. Through practical insights and proven strategies, attendees will learn how to evaluate AI’s performance, identify areas for improvement, and ensure their AI investments deliver superior outcomes. Whether you’re exploring AI for the first time or optimizing existing solutions, this session will equip you with the tools and knowledge to transform your contact center’s operations and customer experiences.
