Now that we are using AI to speed up our operations, our weekly Scorecard metrics look flawless, but we are starting to see a silent rise in customer support escalations. How do we adjust our Scorecard tracking to ensure AI speed is not secretly destroying our quality of service?

Question

Tyler Smith · Accepted Answer

AI can make your execution speeds look spectacular on your weekly Scorecard, but speed is useless if it quietly destroys your customer experience. If your metrics are all green but support tickets are rising, your Scorecard is failing to show the whole truth.

You must balance your efficiency metrics with clear quality indicators. If you track an AI-driven speed metric, you must pair it with a human quality metric to maintain operational equilibrium.

Update your Scorecard to include paired metrics such as:
- Average response time paired with first-contact resolution rate.
- Volume of AI-generated deliverables paired with customer-initiated revision requests.
- Overall transaction speed paired with your Net Promoter Score or customer retention rate.

If your AI is rushing through tasks but generating errors, the paired quality metric will immediately turn red, forcing your leadership team to IDS® the issue in your next weekly Level 10 Meeting™. Your Scorecard should measure the health of the entire system, not just the speed of your automated tools.