KPI
Customer satisfaction: AI benchmark
Share of customers satisfied with the interaction (CSAT).
How to measure it
Post interaction survey, share of top two box answers, compared with the human channel on the same intents.
Across the library
Median 82% across 8 deployments, reported range 50% to 98%.
Higher is better. Unit: percent.
Reported values by use case
AI agent for order status, delivery changes and returns
- BARK98% · vendor claim
- Nuulyat least 95% · vendor claim
- Sun & Ski Sports90% · vendor claim
AI agent for utility billing, payments, meter readings and move in or move out
- Octopus Energy76% · organization claim
AI assistant for citizen information and government services
- Montgomery County Government50% · vendor claim
AI assistant for tax questions and filing support
- Skatteverketat least 80% · organization claim
AI quality and compliance monitoring of every customer interaction
- KDDI84% · organization claim
AI self help assistant for self represented litigants and legal aid clients
- People's Law Schoolat least 80% · organization claim
Use cases that should track customer satisfaction
- AI academic advising assistant for course selection and degree requirements
- AI agent for account and card servicing
- AI agent for ATM and self service device assistance
- AI agent for branch finding and appointment booking
- AI agent for card dispute intake
- AI agent for device and connectivity troubleshooting on voice and chat
- AI agent for early collections and hardship support
- AI agent for first line contact centre service
- AI agent for first notice of loss claims intake
- AI agent for flight disruption and rebooking
- AI agent for fraud alert confirmation with cardholders
- AI agent for insurance policy servicing
- AI agent for network outage detection and customer communication
- AI agent for order status, delivery changes and returns
- AI agent for outbound reminders and confirmations by voice and messaging
- AI agent for parcel tracking and delivery exceptions
- AI agent for payment initiation within a customer mandate
- AI agent for proactive customer outreach, activation and retention
- AI agent for public transit passenger information and disruption reporting
- AI agent for telecom bill explanation and billing disputes
- AI agent for travel insurance claims and assistance
- AI agent for utility billing, payments, meter readings and move in or move out
- AI analytics for smart meter and AMI data
- AI answer engine for readers built on a publisher's own journalism
- AI assistant for citizen information and government services
- AI assistant for goal based financial planning
- AI assistant for student enrollment and student services
- AI assistant for tax questions and filing support
- AI assistant for telecom plan upgrades, add ons and sales
- AI assistant for telecom retail stores, from associate copilot to digital human kiosk
- AI copilot for field technicians and dispatch optimization
- AI decision support for airline operations control and disruption recovery
- AI financial wellbeing coach in the banking app
- AI for catastrophe and exposure assessment in insurance
- AI for insurance renewal processing and customer retention
- AI for non emergency service requests and 311 routing
- AI for parametric insurance claims triggering
- AI for telecom churn prediction and retention offers
- AI home loan assistant with pre qualification
- AI quality and compliance monitoring of every customer interaction
- AI reply drafting for customer email and support tickets
- AI scam intervention for instant payments
- AI self help assistant for self represented litigants and legal aid clients
- AI shopping assistant for product discovery and recommendations
- AI spam and scam call blocking for mobile and landline subscribers
- AI travel and hotel booking concierge
- AI tutor that coaches students through problems
- AI visitor and tour guide for cities, museums and events
- Conversational AI for insurance quote and buy
- Conversational AI for loan application intake
- Generative AI voice assistant in the car
- Real time AI assist for contact centre agents