See the AI-era replacement for the support KPIs you track today (AHT, FCR, deflection and more), with the reasoning for why each one breaks in an AI-first model.
Which do you track today?
Why Average Handle Time breaks: AHT rises for a good reason: humans now handle only the hard cases AI could not. Lower handle time no longer signals a better team.
What to measure instead: The share of conversations actually solved: the outcome, not the clock.
Why First Contact Resolution breaks: One-touch queries never reach a human anymore, so human FCR drops even as overall resolution climbs.
What to measure instead: How much of total volume the system resolves, AI and human combined.
Why First Response Time breaks: Instant AI replies push first-response-time to near zero, making it meaningless as a differentiator.
What to measure instead: How long until the issue is fully resolved: the wait that customers feel.
Why CSAT (response-based) breaks: Scoring replies rewards fast acknowledgements over real outcomes; speed and satisfaction decouple under AI.
What to measure instead: Satisfaction measured on resolved outcomes, weighted by whether the issue was solved.
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