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Support metrics, without the vendor spin
Definitions, formulas, and the traps to watch for when a chatbot vendor quotes you a number.
Deflection rate
Deflection rate is the percentage of support contacts that were resolved without a human agent, by a help centre, FAQ or AI assistant, out of all contacts that would otherwise have reached a human.
First response time
First response time (FRT) is the elapsed time between a customer's first message and the first reply from a human agent. Automated acknowledgements do not count.
AI resolution rate
AI resolution rate is the percentage of conversations an AI assistant handled end to end, with no human involvement, out of all conversations the assistant took part in.
CSAT
CSAT, the customer satisfaction score, is the percentage of customers who rated an interaction positively (typically 4 or 5 on a 5-point scale, or thumbs up).
Containment rate
Containment rate is the percentage of conversations that stayed inside the automated channel (bot, IVR, help centre) without being transferred to a human, whether or not the customer was helped.
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