Category: Guides

  • 5 metrics to track when you deploy AI support

    Deploying an AI agent is only half the job — measuring its impact is what proves the value. Here are the five metrics every support leader should watch.

    1. Auto-resolution rate

    The percentage of conversations the agent closes without human help. This is the headline number for deflection and cost savings.

    2. Customer satisfaction (CSAT)

    Automation should never come at the cost of experience. Track CSAT for AI-handled conversations alongside human ones.

    3. First response & resolution time

    AI agents respond instantly. Watch how average resolution time drops across your queue.

    4. Escalation rate & reasons

    Where the agent hands off to a human tells you exactly where to improve knowledge and add new actions.

    5. Cost per resolution

    The bottom line: how much each resolved issue costs with AI versus humans alone.

    Botworks surfaces all five in a single dashboard. See it in a demo.

  • What is an AI customer support agent?

    An AI customer support agent is software that understands a customer’s question in natural language, finds the right answer from your approved knowledge, and resolves the issue end to end — often without any human involvement. Unlike old-school chatbots that match keywords to canned replies, a modern AI agent reasons over your help content, follows your policies, and can take real actions like issuing a refund or updating an order.

    How it’s different from a chatbot

    • Grounded answers: responses come from your real documentation, not guesses.
    • Takes action: connects to your helpdesk, CRM, and billing tools to actually resolve issues.
    • Omnichannel: the same agent works across chat, email, and voice.
    • Guardrails: stays on-policy and escalates to a human when needed.

    Why it matters

    For customers, it means instant, accurate answers at any hour. For support teams, it means the repetitive 70% of tickets get handled automatically, freeing humans for complex, high-empathy work. With Botworks, teams typically go live in days and see resolution rates climb within the first month.

    Get a demo to see an AI agent resolve your real customer questions.