We have integrated several AI tools into our customer service and operations departments, but we do not know how to measure their actual impact on our bottom line. What metrics should we add to our weekly Scorecard to track whether these AI integrations are actually working?

Question

Tyler Smith · Accepted Answer

Many owners make the mistake of tracking vanity metrics like the number of active software subscriptions. To see if your AI integrations are actually working, your weekly Scorecard must track operational efficiency and capacity metrics that impact your profitability.

Start by measuring the processing time for your core transactions. For example, if you automated your billing matching process, track the average hours from receiving a bill of lading to issuing an invoice. If you automated initial customer support, track your first-response resolution time.

Another critical metric is department capacity. If your customer support team previously handled fifty tickets per day per person and can now handle ninety without working overtime, you have successfully freed up capacity.

Add these leading indicators to your weekly Scorecard and review them during your Level 10 Meeting. If your AI investments do not show a corresponding reduction in processing times or an increase in capacity, you have a process adoption issue or a software problem that needs to be solved using the IDS process.