Redefining Customer Experience Measurement: The Future of KPIs with AI

In today's digital landscape, artificial intelligence is revolutionizing how businesses measure and optimize customer service performance. This session explores the shift from traditional key performance indicators (KPIs) to AI-enhanced metrics that provide deeper insights and drive better outcomes. We'll examine how AI, particularly Large Ontology Models (LOMs), is reshaping the customer service industry. LOMs are enabling organizations to quantify abstract concepts like customer experience by processing and interpreting vast amounts of structured and unstructured data from various touchpoints. This allows for more nuanced and comprehensive KPIs that go beyond traditional metrics. Through real-world examples, we'll demonstrate how AI-driven KPIs and LOMs transform customer experience measurement.