Measure automation with the right metrics
Track efficiency, quality, and customer experience together.
Record a baseline
Record processing time, error rates, and customer feedback before launch. Without a baseline, the value of automation is hard to assess.
Track quality too
Time savings should not come at the cost of customer frustration. Include response quality, opt-outs, and human handovers.
Review continuously
Review within a clear time window and state the sample scope and uncertainty. Turn findings into the next testable adjustment.
