Summary
Traditional service and support metrics typically focus on operational efficiency rather than the user experience. As organizations adopt AI and prioritize user-centric support, they must use new performance indicators that accurately measure the value of automation and AI in service delivery. This shift enhances the importance of metrics that evaluate user sentiment, service quality, and overall business impact. IT leaders: Read this report to understand these new success metrics, which will enhance your strategic value and create a more effective support environment.
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