Measuring success: Key metrics for evaluating your CX AI

Tom Greenhalgh
Friday, June 7, 2024
8 Mins

Imagine this: Your e-commerce business recently adopted cutting-edge artificial intelligence (AI) to enhance its customer experience (CX). The thing is, you’re not quite sure how specifically it’s impacting your business.

By now you know that integrating AI into your customer experience (CX) platform is a necessary step in a hyper-competitive e-commerce landscape. But it’s only that — a step. After you launch, you’ll need to analyze key performance indicators (KPIs) to measure exactly how well it’s doing.

Here we dive into six key metrics and how Yuma AI can help you drive the best results.

#1: Automation rate

Automation is the primary advantage of AI. By automating workflows, you can not only reduce manual effort but also redirect key resources to other areas of need. 

Automation rate is sometimes mistaken for the percentage of tickets AI influences or contributes to in some fashion. A more accurate definition is the percentage of tasks AI completes without human intervention. Yuma AI’s True Automation is unique in that it completes up to 50% of tickets from start to finish, no help required.

Read more: Yuma AI client Omnie achieved 50% full automation for its top clients.

How to leverage AI for better automation rates

AI is capable of understanding and responding to customers’ questions, inputting data, and resolving a wide array of tickets. Here are some processes you may wish to automate with a partner like Yuma AI:

  • Order processing: With AI, you can automate subscriptions, returns, and shipping. Yuma AI integrates with third-party apps like Recharge, Loop, and ShipBob to do exactly that.
  • Support: By incorporating AI into your help desk software, you can prioritize and categorize requests. Yuma AI simplifies these processes with Zendesk, Gorgias, and Kustomer.
  • Feedback: With an AI vendor like Yuma AI, you can send customers automated surveys post-purchase. You can ask them if they were satisfied with their experience and why or why not.
  • Virtual assistance: AI-powered agents can field common queries so your agents don’t have to. Consider integrating Yuma AI to manage FAQs about shipping and returns.
  • Upselling: Your marketing budget isn’t infinite, so why not promote your products to the customers you’ve already attracted? An AI vendor like Yuma AI can help you suggest complementary products based on a customer’s purchase.

#2: First response time

Researchers recently confirmed what we’ve known for quite some time — customers are happier when they don’t have to wait. That’s why first response time, or the amount of time it takes for a customer service team to initially respond to a customer’s query, is paramount. A quick first response time can set the tone for the entire interaction and might mean the difference between gaining a loyal shopper or losing one altogether.

Read more: Yuma AI client MFI Medical slashed its first response time by 87%

How to leverage AI for quicker first response times

First response time is of prime importance in e-commerce because shoppers have all kinds of alternatives at their fingertips. AI can dramatically reduce your first response time by:

  • Sending automated initial responses: AI agents can send instant acknowledgments to reassure customers that their concerns are being addressed.
  • Routing queries: AI can act as your sorting tool, routing tickets to appropriate departments or agents. For example, it might route logistics questions to your shipping team or send product questions to your sales department.
  • Fielding FAQs: You can equip your AI to handle the most common questions your team receives by training it to pull information from your knowledge base. Customers will receive detailed, relevant responses on the likes of return policies and shipments without delay.

#3: Resolution time

It’s not solely how quickly you respond to your customers initially, it’s just as important how quickly you resolve their issues. The less time shoppers spend on hold, going back-and-forth with your staff, and waiting for requests to process, the better the interaction and the more likely they’ll be to return.

How to leverage AI for faster resolution times

AI can reduce resolution times in many of the same ways it can expedite initial responses — by automating initial replies, appropriately routing queries, and managing basic FAQs. You can also bolster this metric through:

  • Continuous learning: AI systems learn from past interactions. Your AI platform can identify resolution strategies and incorporate them into its workflows.
  • Autonomous actions: Yuma AI can take autonomous actions inside services like Recharge, Loop, and Shipop, empowering you to resolve tickets faster.
  • Post-transaction engagements: AI can engage with customers who don’t give glowing responses in post-transaction surveys. This type of personalized outreach can help prevent churn and boost the perception of your brand.

#4: Customer engagement

Your long-term success hinges on customer engagement — developing relationships between your business and your consumers. This goes beyond a single transaction, as shoppers who are highly engaged will buy and promote your products more often.

How to leverage AI for greater customer engagement

Customers who are highly engaged with your products are more likely to make repeat purchases and share your brand, either by word-of-mouth and through social media. Here are some ways AI can help you fortify this metric:

  • Personalized recommendations: By analyzing a customer’s purchase history, AI can offer product recommendations relevant to their needs and interests.
  • Social media interactions: You can leverage AI to monitor mentions on social media and engage with customers in real-time.
  • Surveys: Shoppers want to be heard. Deploy automated follow-up surveys about their experience and use sentiment analysis to categorize their responses.
  • AI agents: AI-powered assistants can engage with customers in real-time, answer their questions, and offer support.

#5: Customer satisfaction score

How happy are your customers on a scale of 1-5? That’s what a customer satisfaction score is designed to show. This KPI is critical because it provides a view into your CX at a high level.

Read more: Yuma AI client MyVariations scored a 4.7/5 TrustPilot rating, underscoring enhanced customer satisfaction.

How to leverage AI for higher customer satisfaction scores

AI can be used to both measure customer satisfaction and inform your CX strategy. For example, you can:

  • Get real-time feedback: Prompt customer feedback directly following an interaction. This will allow you to gather key insights while the user experience remains fresh. For instance, an AI agent might send an automated message asking the customer to rate how satisfied they are with the help they received.
  • Improve through training: Use customer feedback to inform your AI systems. If, for example, you find that customers are frustrated with the way your AI agent handles return policies, your team can update its knowledge to provide clearer information.
  • Personalize interactions: You have your customers’ history and preferences at your disposal, so why not use it to improve their experience? AI can provide recommendations tailored to specific users, which fosters brand loyalty.

#6: Cost savings

Operating costs are always top-of-mind and AI is the not-so-secret ingredient to greater profitability. 

Read more: Yuma AI client The Koin Club optimized operational costs with 83% support staff reduction.

How to leverage AI for cost savings

Everything we’ve covered in this blog relates to your bottom line in one way or another — fostering loyalty among customers, reducing friction in your CX, upselling, and so on. Here are a couple of ways AI can help you reduce your operating costs:

  • Automating repetitive tasks: Your human agents can only handle so many tickets. AI, however, has no such limitations. By handling a large volume of repetitive requests, AI helps you free up your team to handle more complex issues and reduces the need to hire supplemental support staff.
  • Fostering self-service: AI empowers customers to troubleshoot and find answers independently. They can track orders, initiate returns, and find solutions to common problems without burdening your team.

Unlock True Automation with Yuma AI

Measuring the success of your AI CX is critical. Partnering with the right AI vendor, however, is the most important step of all.

At Yuma AI, we help e-commerce businesses automate their CX so that their customers get the answers they need and return time and time again. Don’t just take it from us — read some of our customers’ stories here.

Ready to unlock the full potential of your e-commerce site? Contact us to start your free trial.

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