[{"data":1,"prerenderedAt":251},["ShallowReactive",2],{"uc-status":3,"uc-kpis":7},{"includeUnpublished":4,"visible":5,"indexable":5,"supportIndexable":6},false,201,true,[8,16,23,30,37,44,51,58,65,72,78,86,92,97,103,108,114,121,127,133,138,143,148,153,159,164,169,174,180,185,190,195,202,208,215,220,225,230,237,244],{"id":9,"label":10,"unit":11,"higherIsBetter":6,"aggregate":6,"description":12,"howToMeasure":13,"dataPoints":14,"useCases":15,"indexable":6},"containment-rate","Containment rate","percent","Share of conversations the AI resolves without a human taking over.","Resolved conversations without handover divided by all conversations the AI handled, over the same period. Count a conversation as contained only if the customer did not come back on the same topic within seven days.",18,31,{"id":17,"label":18,"unit":11,"higherIsBetter":6,"aggregate":6,"description":19,"howToMeasure":20,"dataPoints":21,"useCases":22,"indexable":6},"automation-rate","Automation rate","Share of cases, documents or transactions processed end to end without human touch.","Cases completed without any manual step divided by all cases entering the process.",17,52,{"id":24,"label":25,"unit":11,"higherIsBetter":6,"aggregate":6,"description":26,"howToMeasure":27,"dataPoints":28,"useCases":29,"indexable":6},"handling-time-reduction","Handling time reduction","Reduction in average handling time per contact or case.","Compare average handling time per contact or case before and after, on the same case mix, over at least one full month.",20,48,{"id":31,"label":32,"unit":11,"higherIsBetter":6,"aggregate":6,"description":33,"howToMeasure":34,"dataPoints":35,"useCases":36,"indexable":6},"processing-time-reduction","Cycle time reduction","Reduction in end to end time from request to outcome.","Median elapsed time from intake to decision or fulfilment, before and after.",25,92,{"id":38,"label":39,"unit":11,"higherIsBetter":6,"aggregate":6,"description":40,"howToMeasure":41,"dataPoints":42,"useCases":43,"indexable":6},"response-time-reduction","Response time reduction","Reduction in time to first meaningful response.","Median time from the customer's first message to the first substantive answer, before and after.",6,23,{"id":45,"label":46,"unit":11,"higherIsBetter":6,"aggregate":6,"description":47,"howToMeasure":48,"dataPoints":49,"useCases":50,"indexable":6},"cost-reduction","Cost reduction","Reduction in the cost of running the process or channel.","Fully loaded process cost (people, technology, outsourcing) per unit, before and after.",11,32,{"id":52,"label":53,"unit":11,"higherIsBetter":6,"aggregate":6,"description":54,"howToMeasure":55,"dataPoints":56,"useCases":57,"indexable":6},"productivity-gain","Productivity gain","Increase in output per employee, or share of working time saved.","Units of work per full time employee, or time studies on the task, before and after.",30,73,{"id":59,"label":60,"unit":11,"higherIsBetter":6,"aggregate":6,"description":61,"howToMeasure":62,"dataPoints":63,"useCases":64,"indexable":4},"first-contact-resolution","First contact resolution","Share of requests resolved in the first contact.","Requests with no repeat contact on the same topic within seven days, divided by all requests.",2,9,{"id":66,"label":67,"unit":11,"higherIsBetter":6,"aggregate":6,"description":68,"howToMeasure":69,"dataPoints":70,"useCases":71,"indexable":6},"customer-satisfaction","Customer satisfaction","Share of customers satisfied with the interaction (CSAT).","Post interaction survey, share of top two box answers, compared with the human channel on the same intents.",4,49,{"id":73,"label":74,"unit":11,"higherIsBetter":6,"aggregate":6,"description":75,"howToMeasure":76,"dataPoints":42,"useCases":77,"indexable":6},"customer-satisfaction-uplift","Satisfaction uplift","Relative improvement in a satisfaction score attributed to the use case.","Satisfaction score after the change divided by the score before, minus one, on the same survey and intents.",7,{"id":79,"label":80,"unit":81,"higherIsBetter":6,"aggregate":6,"description":82,"howToMeasure":83,"dataPoints":84,"useCases":85,"indexable":4},"nps-change","NPS change","points","Change in Net Promoter Score attributed to the use case.","Relationship or transactional NPS, before and after, with a control group where possible.",0,3,{"id":87,"label":88,"unit":11,"higherIsBetter":6,"aggregate":6,"description":89,"howToMeasure":90,"dataPoints":77,"useCases":91,"indexable":6},"false-positive-reduction","False positive reduction","Reduction in alerts that turn out not to be real risk.","False positive alerts per period, or false positive rate, before and after, at an equal or better detection rate.",22,{"id":93,"label":94,"unit":11,"higherIsBetter":6,"aggregate":6,"description":95,"howToMeasure":96,"dataPoints":42,"useCases":43,"indexable":6},"detection-rate-improvement","Detection improvement","Increase in genuine fraud, risk or defects detected.","True positives detected per period or recall on a labelled sample, before and after.",{"id":98,"label":99,"unit":11,"higherIsBetter":6,"aggregate":6,"description":100,"howToMeasure":101,"dataPoints":85,"useCases":102,"indexable":6},"fraud-loss-reduction","Fraud loss reduction","Reduction in money lost to fraud or scams.","Gross fraud losses per period, normalised for volume, before and after.",10,{"id":104,"label":105,"unit":11,"higherIsBetter":6,"aggregate":6,"description":106,"howToMeasure":107,"dataPoints":70,"useCases":43,"indexable":6},"error-reduction","Error reduction","Reduction in errors, rework or quality defects.","Error or rework rate on a quality sample, before and after.",{"id":109,"label":110,"unit":11,"higherIsBetter":6,"aggregate":6,"description":111,"howToMeasure":112,"dataPoints":91,"useCases":113,"indexable":6},"accuracy","Accuracy","Share of outputs that are correct on a checked sample.","Human review of a random sample of outputs against a written standard.",74,{"id":115,"label":116,"unit":11,"higherIsBetter":6,"aggregate":6,"description":117,"howToMeasure":118,"dataPoints":119,"useCases":120,"indexable":6},"conversion-rate-uplift","Conversion uplift","Relative increase in conversion from lead, visit or offer to sale.","Conversion rate with the AI versus a control group or the prior period.",8,27,{"id":122,"label":123,"unit":11,"higherIsBetter":6,"aggregate":6,"description":124,"howToMeasure":125,"dataPoints":126,"useCases":63,"indexable":4},"time-to-proficiency-reduction","Time to proficiency reduction","Reduction in the time new staff need to reach full productivity.","Weeks from start date to a defined proficiency standard, before and after, for comparable cohorts.",1,{"id":128,"label":129,"unit":11,"higherIsBetter":6,"aggregate":6,"description":130,"howToMeasure":131,"dataPoints":77,"useCases":132,"indexable":6},"contact-deflection","Contact deflection","Reduction in calls, chats or tickets that reach a human, because the need is met another way.","Assisted contacts per customer or employee per period, before and after, on a comparable population.",12,{"id":134,"label":135,"unit":11,"higherIsBetter":6,"aggregate":6,"description":136,"howToMeasure":137,"dataPoints":84,"useCases":126,"indexable":4},"escalation-rate-reduction","Escalation reduction","Relative reduction in cases escalated to a higher tier or a specialist.","Escalated cases divided by all cases, before and after.",{"id":139,"label":140,"unit":11,"higherIsBetter":6,"aggregate":6,"description":141,"howToMeasure":142,"dataPoints":84,"useCases":85,"indexable":4},"search-time-reduction","Search time reduction","Reduction in time staff spend looking for information.","Time study or telemetry of time to find the right document or answer, before and after.",{"id":144,"label":145,"unit":11,"higherIsBetter":6,"aggregate":6,"description":146,"howToMeasure":147,"dataPoints":63,"useCases":85,"indexable":4},"quality-score-uplift","Quality score uplift","Relative improvement in an internal quality or compliance score.","The same quality scorecard on a comparable sample, before and after.",{"id":149,"label":150,"unit":11,"higherIsBetter":6,"aggregate":6,"description":151,"howToMeasure":152,"dataPoints":84,"useCases":85,"indexable":4},"forecast-accuracy","Forecast accuracy","Accuracy of a forecast against the actual outcome.","One minus the mean absolute percentage error over a stated horizon, on a holdout period.",{"id":154,"label":155,"unit":11,"higherIsBetter":6,"aggregate":6,"description":156,"howToMeasure":157,"dataPoints":85,"useCases":158,"indexable":6},"alert-volume-reduction","Alert volume reduction","Reduction in the number of alerts that need human review.","Alerts reaching an analyst per period, before and after, at an equal or better detection rate.",5,{"id":160,"label":161,"unit":11,"higherIsBetter":6,"aggregate":6,"description":162,"howToMeasure":163,"dataPoints":85,"useCases":85,"indexable":6},"energy-savings","Energy savings","Reduction in energy used by the equipment or process the AI controls.","Energy consumption of the controlled sites or equipment versus a control group or the same period before, normalised for traffic or load.",{"id":165,"label":166,"unit":11,"higherIsBetter":6,"aggregate":6,"description":167,"howToMeasure":168,"dataPoints":84,"useCases":126,"indexable":4},"first-time-fix-rate","First time fix rate","Share of field visits or repairs resolved in the first attempt.","Jobs closed without a repeat visit within 30 days divided by all jobs.",{"id":170,"label":171,"unit":11,"higherIsBetter":6,"aggregate":6,"description":172,"howToMeasure":173,"dataPoints":70,"useCases":77,"indexable":6},"mttr-reduction","Time to repair reduction","Reduction in mean time to detect or repair incidents and faults.","Mean time from fault start to restoration, before and after, on comparable incident types.",{"id":175,"label":176,"unit":11,"higherIsBetter":6,"aggregate":6,"description":177,"howToMeasure":178,"dataPoints":85,"useCases":179,"indexable":6},"revenue-uplift","Revenue uplift","Relative increase in revenue attributed to the use case.","Revenue in the treated group versus a control group.",15,{"id":181,"label":182,"unit":11,"higherIsBetter":6,"aggregate":6,"description":183,"howToMeasure":184,"dataPoints":63,"useCases":119,"indexable":4},"churn-reduction","Churn reduction","Relative reduction in customers leaving.","Churn rate of treated customers versus a control group.",{"id":186,"label":187,"unit":11,"higherIsBetter":6,"aggregate":6,"description":188,"howToMeasure":189,"dataPoints":63,"useCases":63,"indexable":4},"recovery-rate-uplift","Recovery uplift","Relative increase in overdue amounts or accounts recovered.","Share of overdue balance or accounts recovered within the cycle, versus control.",{"id":191,"label":192,"unit":11,"higherIsBetter":6,"aggregate":6,"description":193,"howToMeasure":194,"dataPoints":158,"useCases":14,"indexable":6},"employee-adoption","Employee adoption","Share of the target employees who use the tool regularly.","Weekly active users divided by licensed or target users.",{"id":196,"label":197,"unit":198,"higherIsBetter":6,"aggregate":6,"description":199,"howToMeasure":200,"dataPoints":49,"useCases":201,"indexable":6},"time-saved-per-task","Time saved per task","minutes","Minutes saved per task, document or case.","Time study of the task with and without the AI.",55,{"id":203,"label":204,"unit":205,"higherIsBetter":6,"aggregate":4,"description":206,"howToMeasure":207,"dataPoints":14,"useCases":71,"indexable":6},"hours-saved","Hours saved","hours","Total employee hours saved per year.","Time saved per task multiplied by annual task volume, validated by capacity actually released.",{"id":209,"label":210,"unit":211,"higherIsBetter":6,"aggregate":4,"description":212,"howToMeasure":213,"dataPoints":49,"useCases":214,"indexable":6},"cost-savings","Cost savings","currency","Absolute cost saved per year.","Annual fully loaded cost before minus after, net of the cost of running the AI.",26,{"id":216,"label":217,"unit":211,"higherIsBetter":6,"aggregate":4,"description":218,"howToMeasure":219,"dataPoints":126,"useCases":126,"indexable":4},"customer-savings","Customer savings","Money customers saved or set aside because of the use case.","Sum of savings or avoided fees attributed to the feature over a stated period.",{"id":221,"label":222,"unit":211,"higherIsBetter":6,"aggregate":4,"description":223,"howToMeasure":224,"dataPoints":126,"useCases":63,"indexable":4},"fraud-losses-prevented","Fraud losses prevented","Money kept from fraudsters or scammers by the use case.","Value of transactions stopped or recovered that were confirmed as fraud, over a stated period.",{"id":226,"label":227,"unit":211,"higherIsBetter":6,"aggregate":4,"description":228,"howToMeasure":229,"dataPoints":84,"useCases":126,"indexable":4},"revenue-recovered","Revenue recovered","Money recovered or leakage found and stopped because of the use case.","Sum of recovered amounts or corrected leakage over a stated period, net of reversals.",{"id":231,"label":232,"unit":233,"higherIsBetter":6,"aggregate":4,"description":234,"howToMeasure":235,"dataPoints":113,"useCases":236,"indexable":6},"interactions-handled","Interactions handled","count","Number of conversations, cases or documents the AI handled.","Count from platform logs over a stated period.",84,{"id":238,"label":239,"unit":233,"higherIsBetter":6,"aggregate":4,"description":240,"howToMeasure":241,"dataPoints":242,"useCases":243,"indexable":6},"users-served","Users served","Number of customers or employees who used it.","Unique users over a stated period.",33,46,{"id":245,"label":246,"unit":247,"higherIsBetter":4,"aggregate":4,"description":248,"howToMeasure":249,"dataPoints":49,"useCases":250,"indexable":6},"cycle-time-days","Cycle time","days","Elapsed days from request to outcome after the change.","Median elapsed days from intake to outcome.",24,1790598293487]