Definition

Percentage of unique conversations that were fully handled and resolved by the AI without any human intervention.

We consider that a conversation is resolved when no message was sent by the contact 24h after their last message.

Calcul

1 − (number of unique conversations that were escalated / number of unique conversations handled by the AI)

Definition

Total order value generated over the period following an AI conversation (within 3 days after an AI message is sent).

Calcul

sum of orders placed within three days after the last message sent by the AI

Definition

Total expenses related to unique conversations handled by the AI over the period.

Calcul

AI markup * number of unique conversations handled by the AI over the period

Definition

Return on investment.

Calcul

total AI-generated revenue over the period / total AI-related costs over the period

Definition

24-hour session per contact; any message sent after this window counts as a new conversation.

Calcul

total number of unique conversations that include at least one AI message during the period

Definition

Average revenue generated from each conversation handled by the AI.

Calcul

sum of orders within three days after the last AI message / total number of unique conversations that include at least one AI message during the period

Definition

Percentage of conversations that required human intervention.

Calcul

number of unique escalated conversations / number of unique conversations handled by the AI

Definition

Average amount spent by contacts within three days after the last AI message.

Calcul

total revenue / total number of conversations

Definition

Estimated time saved on average per conversation over the selected period.

Calcul

time (in minutes) to handle one conversation * number of conversations handled by the AI over the period