Metrics5 min
Metrics for AI support: what to track in the pilot
Which indicators help evaluate whether an AI support solution is creating real business value.
Do not evaluate only the number of answers
Volume can be misleading. An answer must be correct, useful, grounded in a source and able to guide the next step.
The pilot should measure quality, not only activity.
Initial indicators
Track answers with sources, human handoff rate, questions without sources, response time and the most frequent topics.
These data points show where to improve documents, prompts and support rules.
Continuous learning
Every question without a reliable answer is an opportunity to improve the base. The goal is to evolve with real use and control.