The EXPOSE Ai KPI Suite: Measure What Matters
Published 2025-08-11
Efficiency
- Time saved: minutes per task removed from human workflows.
- Handle time: faster first response and resolution.
- Throughput: tasks per assistant per day (incl. drafts).
Effectiveness
- Accuracy: sampled correctness vs. gold answers.
- Coverage: % of intents handled without escalation.
- Quality: tone/completeness scores from reviewers.
Business impact
- Conversion lift: qualified bookings, quote accepts.
- Cost-to-serve: cost per contact or per ticket.
- Churn risk: negative intent frequency & sentiment.
