AI-Powered Customer Experience and Performance Metrics

Artificial intelligence can significantly reduce average handling time in customer service. However, the real success is maintaining customer satisfaction scores while efficiency increases. In the TYS Framework, ROAR (Resolution Rate with Automation) has become the most critical metric for actual system performance.

The 15 Critical Questions

Efficiency Metrics

76. AHT Score: How close are you to your targeted AHT reduction since deploying the AI agent assistant?
77. ROAR Targets: Are your ROAR targets based on automation so cold that it could trigger customer churn?
78. Emotion Recognition: Can your system analyze the customer's emotional state and recognize within seconds when human touch is needed?

Human-AI Balance

79. Balance: Have you found the critical balance between AI and human interactions in your customer satisfaction measurements?
80. AI Copilot: How much has the AI Copilot designed for human representatives concretely improved information access speed and response quality?
81. ROI Measurement: Do you measure ROI of your AI-powered CX investments only through cost reduction or also through increased customer lifetime value?

Quality Assurance

82. Feedback Loop: Do you have a feedback loop measuring how much effort customers need to get results from AI responses?
83. QA Processes: Do your quality assurance processes for AI bot response quality also cover legal defamation risks?
84. Over-automation: How do you track signals of over-automation that disrupt the balance between efficiency and customer satisfaction?

TYS Framework Solution

The TYS Framework CX module implements "AI Copilot" concepts that increase efficiency without losing the human touch.

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