KPI
Satisfaction uplift: AI benchmark
Relative improvement in a satisfaction score attributed to the use case.
How to measure it
Satisfaction score after the change divided by the score before, minus one, on the same survey and intents.
Across the library
Median 37% across 7 deployments, reported range 4% to 150%.
Higher is better. Unit: percent.
Reported values by use case
AI agent for account and card servicing
- NatWest Group150% · organization claim
- DBS Bank17% · organization claim
AI agent for ATM and self service device assistance
- NatWest Group150% · organization claim
AI agent for flight disruption and rebooking
- Pegasus Airlines100% · organization claim
AI agent for patient appointment scheduling, reminders and no show reduction
- Howard Brown Health4% · vendor claim
AI agent for utility billing, payments, meter readings and move in or move out
- Pacific Gas and Electric Company22% · vendor claim
AI assistant for corporate and commercial client servicing
- DBS Bankat least 23% · organization claim
Use cases that should track satisfaction uplift
- AI agent for account and card servicing
- AI agent for ATM and self service device assistance
- AI agent for flight disruption and rebooking
- AI agent for patient appointment scheduling, reminders and no show reduction
- AI agent for utility billing, payments, meter readings and move in or move out
- AI assistant for corporate and commercial client servicing
- AI shopping assistant for product discovery and recommendations
- AI voice agent for drive through and phone order taking
- AI voice charting and end of shift note drafting for nurses