We have integrated AI agents to handle our initial customer inquiries, but we are confused about who should own the performance and accuracy of these automated systems on our Company Scorecard. Does this metric belong to the customer service manager or the head of technology?

Question

Tyler Smith · Accepted Answer

This is a common point of confusion when companies adopt AI-powered operations. The rule in EOS is simple: technology is a tool, but the business outcome belongs to the operational seat. Therefore, the Customer Service Manager must own the performance and accuracy metrics of the AI customer service agents.

The head of technology is responsible for ensuring the systems are integrated, online, and secure. However, they do not manage the customer experience. The Customer Service Manager understands what a good customer interaction looks like, GWC's the customer experience, and must manage the AI agent's output just like they would manage a human representative.

On your Company Scorecard, the Customer Service seat should own:
- AI agent response accuracy score
- Percentage of inquiries resolved by AI without human escalation

If the AI starts giving incorrect information or escalating too many tickets, the Customer Service leader must flag it as an issue in their Level 10 Meeting. They can then work with the IT department to refine the AI prompts or data sources.

By keeping ownership in the functional business seat, you prevent your managers from blaming technology for poor operational performance.