AI Strategy #4 - Measure AI as if it were your employee

This is part of our AI Strategies for Great Customer Service series.

In this critical video segment, Forrester’s Ian Jacobs and’s Founder & CEO, Puneet Mehta, discuss the KPIs you should measure your AI against. This is a fundamentally different way of doing business, so you won’t want to miss this!  

Watch the video to learn how to:

  • Shift from technology KPIs to measuring the business impact of AI
  • Evaluate AI’s ability to resolve, learn, work with others, and be proactive
  • Go beyond surveys and take a holistic approach when analyzing CSAT 


Puneet Mehta, Founder / CEO

 Ian Jacobs, Principal Analyst, Forrester (Featured Guest)

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