AI KPI benchmarks
The measures that show whether an AI use case works: what each one means, how to measure it honestly, and the values organizations report in public.
Interactions handled
Number of conversations, cases or documents the AI handled.
102 reported values · tracked by 91 use cases
Cycle time reduction
Reduction in end to end time from request to outcome.
57 reported values · tracked by 106 use cases
Productivity gain
Increase in output per employee, or share of working time saved.
53 reported values · tracked by 90 use cases
Users served
Number of customers or employees who used it.
48 reported values · tracked by 55 use cases
Handling time reduction
Reduction in average handling time per contact or case.
42 reported values · tracked by 55 use cases
Automation rate
Share of cases, documents or transactions processed end to end without human touch.
39 reported values · tracked by 55 use cases
Hours saved
Total employee hours saved per year.
38 reported values · tracked by 58 use cases
Accuracy
Share of outputs that are correct on a checked sample.
35 reported values · tracked by 83 use cases
Containment rate
Share of conversations the AI resolves without a human taking over.
29 reported values · tracked by 32 use cases
Cost savings
Absolute cost saved per year.
23 reported values · tracked by 34 use cases
Cost reduction
Reduction in the cost of running the process or channel.
22 reported values · tracked by 49 use cases
Conversion uplift
Relative increase in conversion from lead, visit or offer to sale.
19 reported values · tracked by 30 use cases
Employee adoption
Share of the target employees who use the tool regularly.
17 reported values · tracked by 22 use cases
Cycle time
Elapsed days from request to outcome after the change.
16 reported values · tracked by 25 use cases
Time saved per task
Minutes saved per task, document or case.
11 reported values · tracked by 60 use cases
Time to repair reduction
Reduction in mean time to detect or repair incidents and faults.
11 reported values · tracked by 8 use cases
Error reduction
Reduction in errors, rework or quality defects.
10 reported values · tracked by 30 use cases
False positive reduction
Reduction in alerts that turn out not to be real risk.
9 reported values · tracked by 25 use cases
Revenue uplift
Relative increase in revenue attributed to the use case.
9 reported values · tracked by 23 use cases
Contact deflection
Reduction in calls, chats or tickets that reach a human, because the need is met another way.
8 reported values · tracked by 13 use cases
Customer satisfaction
Share of customers satisfied with the interaction (CSAT).
8 reported values · tracked by 52 use cases
Energy savings
Reduction in energy used by the equipment or process the AI controls.
8 reported values · tracked by 5 use cases
Detection improvement
Increase in genuine fraud, risk or defects detected.
7 reported values · tracked by 32 use cases
Response time reduction
Reduction in time to first meaningful response.
7 reported values · tracked by 27 use cases
Satisfaction uplift
Relative improvement in a satisfaction score attributed to the use case.
7 reported values · tracked by 9 use cases
Fraud loss reduction
Reduction in money lost to fraud or scams.
5 reported values · tracked by 12 use cases
Search time reduction
Reduction in time staff spend looking for information.
4 reported values · tracked by 7 use cases
Time to proficiency reduction
Reduction in the time new staff need to reach full productivity.
4 reported values · tracked by 2 use cases
Alert volume reduction
Reduction in the number of alerts that need human review.
3 reported values · tracked by 6 use cases
Churn reduction
Relative reduction in customers leaving.
3 reported values · tracked by 8 use cases
Forecast accuracy
Accuracy of a forecast against the actual outcome.
3 reported values · tracked by 9 use cases
Fraud losses prevented
Money kept from fraudsters or scammers by the use case.
3 reported values · tracked by 3 use cases
Quality score uplift
Relative improvement in an internal quality or compliance score.
3 reported values · tracked by 5 use cases
Revenue recovered
Money recovered or leakage found and stopped because of the use case.
3 reported values · tracked by 3 use cases
Customer savings
Money customers saved or set aside because of the use case.
2 reported values · tracked by 1 use cases
First contact resolution
Share of requests resolved in the first contact.
2 reported values · tracked by 9 use cases
Recovery uplift
Relative increase in overdue amounts or accounts recovered.
2 reported values · tracked by 3 use cases
Approval rate uplift
Relative increase in applications approved at the same or lower loss rate.
0 reported values · tracked by 2 use cases
Click through uplift
Relative increase in click through rate of messages or offers.
0 reported values · tracked by 1 use cases
Delinquency reduction
Relative reduction in accounts that fall behind on payments.
0 reported values · tracked by 2 use cases
Escalation reduction
Relative reduction in cases escalated to a higher tier or a specialist.
0 reported values · tracked by 2 use cases
First time fix rate
Share of field visits or repairs resolved in the first attempt.
0 reported values · tracked by 1 use cases
NPS change
Change in Net Promoter Score attributed to the use case.
0 reported values · tracked by 3 use cases