ToolsThe story, in brief
How to measure the customer experience as AI scales
Your agent is handling 80% of chats. Your metrics still measure humans. Here's what's broken—and how to fix it.
The KeyNews take
Why it matters
As AI agents take on more customer conversations, traditional support KPIs (response time, resolution rate, CSAT) become misaligned with actual customer outcomes. Intercom's guide addresses the measurement gap enterprises face when scaling agent-driven support.
The key facts
4 to knowTraditional support metrics designed for human-agent workflows
Measurement frameworks shift as agent automation volume increases
Customer experience visibility gaps widen during agent scaling
Focus on full customer journey measurement vs. single-channel KPIs
Go to the source
Intercom Blogintercom.com
Publisher excerpt: Traditional support metrics weren't designed for AI handling most of your conversations. As your Agent takes on more, the gaps in what you can see get bigger. Here's how to measure the full customer experience.