We are deploying AI tools to automate our initial client intake and triaging, but we do not know how to measure their performance on our weekly Scorecard. What specific metrics should we track?

Question

Tyler Smith · Accepted Answer

When you automate client intake or support triage using AI tools, you cannot treat the technology as a black box. Just like a human employee, your AI workflows must be held accountable to specific weekly performance metrics on your Scorecard. If you do not measure their efficiency, you will quickly find that your human team is spending more time fixing AI mistakes than they would have spent doing the work manually.

To track AI operational efficiency on your weekly Scorecard, put these metrics in place:

- First contact resolution rate: Track the percentage of client inquiries successfully resolved by the AI agent without human intervention.
- AI to human handoff rate: Track how many conversations or tickets require a human operator to step in. A spike in this number means your AI prompt or workflow is failing.
- Escalation response time: Measure the average minutes it takes for a human team member to respond when the AI flags a high-priority issue.

By tracking these leading indicators, you ensure your AI investments are actually delivering on their promise of reducing labor costs. If the handoff rate is too high, the seat owner responsible for your technology must bring it to the Level 10 Meeting™ as an issue to solve.