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Cost & ROI1 min readAveexia editorial

Measure What Matters: KPIs for AI Chat

Number of conversations, resolved queries, bookings and escalation rate. Here is how to track whether your AI receptionist is making a difference.

The key metrics for an AI receptionist are number of conversations, the share resolved without human involvement, number of bookings and escalation rate, and together they show whether the solution is actually saving time.

To know whether your AI receptionist is delivering, you need to track a few key metrics. Here are concrete KPIs to follow.

Volume: Number of conversations per week or month. Does it increase when you launch or after you improve the knowledge base? A good sign that more people are finding and using the chat.

Resolved without escalation: The share of cases that ended with a satisfied visitor without a team member having to step in. The higher this is, the more time you save.

Bookings: Number of completed bookings made through the chat. Directly linked to value if you track leads or calendar fill rate.

Escalation rate: What percentage is handed over to a human? A few percent is normal. If it gets too high, consider expanding the knowledge base or clarifying the AI's instructions.

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