Deploying an AI agent is step one. But how do you know if it's actually working? Without the right metrics, you're flying blind. These are the ten KPIs that really matter for B2B AI agents.
1. Task Completion Rate
Measure the effect on time, quality and follow-up using data from your own process. Results depend on the task, sources and checks by your team.
2. Time-to-Resolution
Measure the effect on time, quality and follow-up using data from your own process. Results depend on the task, sources and checks by your team.
3. Error Rate
How many errors does the agent make per 100 tasks? Track this and compare to human error rates, agents aren't perfect, but they are consistent.
4. Escalation Rate
Measure the effect on time, quality and follow-up using data from your own process. Results depend on the task, sources and checks by your team.
5. Cost Savings per Task
Measure the effect on time, quality and follow-up using data from your own process. Results depend on the task, sources and checks by your team.
6. ROI
Measure the effect on time, quality and follow-up using data from your own process. Results depend on the task, sources and checks by your team.
7. Employee Satisfaction
Do employees experience the agent as a help or a threat? A healthy implementation increases satisfaction as repetitive work disappears.
Conclusion
Set up a dashboard with these ten KPIs from day one and evaluate monthly. This way you continuously optimize and maximize the value of your AI agent investment.
