How do I measure Bold360 AI business value?
Depending on your business goals, there are numerous KPIs for tracking the benefits of your Bold360 AI implementation.
KPIs can be prioritized, baselined, and tracked across time. Some KPIs are tracked within Bold360 AI, while others can be extracted from your complementary business operations systems.
Here are some KPIs you may want to consider:
| Category | KPI | Comment |
|---|---|---|
| Self-service centricity & success | Percentage of self service interactions out of all interactions | |
| Self-service centricity & success | Percentage of human assisted contacts originating from self service | |
| Self-service centricity & success | Percentage of self service success rate | Bold360 AI dashboard |
| Assisted channels | Chat volume | Normalized: visits/customers |
| Assisted channels | Inbound Phone Calls | Normalized: visits/customers |
| Assisted channels | Emails and tickets | Normalized: visits/customers |
| Workforce effectiveness | Amount of emails and tickets | |
| Workforce effectiveness | AHT (average handle time) | |
| Workforce effectiveness | SLA compliance | |
| Workforce effectiveness | Average ticket resolution time (elapsed) | |
| Customer Experience | Customer effort score (CES) | |
| Customer Experience | Net promoter score (NPS) | |
| Customer Experience | Customer satisfaction (CSAT) | |
| Customer Experience | Channeling accuracy (e.g. from LP) | Also for WF effectiveness |
| Business results | Sales conversion rate | |
| Business results | Churn/attrition |
