Measure customer resolution and repeat-contact rates | AIGP
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Measure customer resolution and repeat-contact rates: Which evidence best tests the affected-person outcome

AIGP Understanding How to Govern AI Development Easy

Resolution and repeat-contact measures reveal customer outcomes that handling-time metrics can conceal.

The question

A customer-service chatbot lowers average handling time, but some customers report unresolved issues after interacting with it. Which evidence best tests the affected-person outcome rather than only the business metric?

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  1. Measure customer resolution and repeat-contact rates. ✓
    Resolution and repeat-contact rates show whether customers’ problems were addressed, directly testing the affected-person outcome.
  2. Compare chatbot infrastructure costs with staffing costs.
    Cost comparisons inform organizational efficiency, but they do not show whether affected customers receive effective issue resolution.
  3. Measure average conversation duration by team.
    Conversation duration is another operational efficiency metric and may improve while customers still leave with unresolved problems.
  4. Report aggregate chatbot accuracy on test conversations.
    Test accuracy may indicate technical validity but cannot establish whether real customers’ issues were resolved during service interactions.
The trap
Ask whether the measure describes organizational operations or what affected people actually experience.

How to remember it

Resolution and repeat-contact measures reveal customer outcomes that handling-time metrics can conceal.

How many of these would you get right?

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