Measure the Business Impact of AI on Service Request Management

New AI engagement flags on Service Requests make it easier to track how AI is used throughout the SR lifecycle. With these flags now available in key subject areas, customers can build custom reports and measure the business impact of AI. Sample reports are also provided on Customer Connect to help get started quickly.

With AI engagement flags available in key subject areas, businesses can measure how AI supports managers and agents, track efficiency gains in Service Request handling, and demonstrate the overall business value of AI in driving faster resolutions and improved service outcomes.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The following four subject areas have been enhanced to include the AI flags:

1. Service - CRM Service Requests Real Time
2. CRM - CRM Interaction Service Requests Real Time
3. CRM - CRM Service Request Summary
4. Service - CRM Service Request Lifecycle

The following sample reports are available for download from Customer Connect.  Customers can create their own custom reports based on the above subject areas:

1. Average Resolution Time Report  
2. First Interaction Resolution Report
3. Reopen Rate Analysis Report