AI chatbot metrics every support team should track

Support teams should track AI resolution rate, ticket deflection, first response time, escalation rate, unanswered questions, CSAT, and average handle time. No single metric tells the whole story.

Pair automation metrics with quality review. A high resolution rate is not good if customers are receiving vague, risky, or unsupported answers.

Segment metrics by intent. Shipping FAQs, billing disputes, product questions, and technical issues should have different expected automation and handoff rates.