Question Page

What metrics do you use to evaluate the ongoing performance and relevance of your AI models and tools?

Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer SuccessJuly 2

  • Model Performance Metrics: Accuracy, Precision, Recall and some other measures here.

  • Operational Metrics: Latency (time taken for generating responses, the lower the latency the better), Uptime and Reliability:

  • Business Impact Metrics: Customer Retention Rate, NPS, CSAT

  • Customer Feedback and Sentiment Metrics:

    • Feedback Scores: Collects customer feedback on AI interactions, providing qualitative insights into the effectiveness and user satisfaction.

    • Sentiment Analysis: Analyzes customer sentiment from feedback and interactions, helping understand the emotional response to AI-driven services.

  • Economic Metrics:

    • Return on Investment (ROI): Evaluates the financial impact of AI initiatives, comparing the benefits derived from AI tools against their costs.

    • Cost Savings: Measures the reduction in operational costs due to the automation and efficiency gains provided by AI

  • Usage and Engagement Metrics:

    • Adoption Rates: Tracks the adoption of AI-driven features by customers, indicating their perceived value and usability.

    • Feature Utilization: Measures how frequently specific AI features are used, helping identify popular functionalities and areas for improvement

...Read More
423 Views
Top Customer Success Mentors
John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJ
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer Success
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEA
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer Success
Natasha Evans
Natasha Evans
Hook Head of Customer
Ben Terrill
Ben Terrill
Brex Senior Director, Customer Success
Michael Maday
Michael Maday
Gainsight Senior Director, Customer Success
Jessica Haas
Jessica Haas
Appcues Chief of Staff & VP of CX
Caoimhe Carlos
Caoimhe Carlos
Udemy Vice President Global Customer Success