ServiceXRG’s NextGen Support Metrics framework offers an AI-ready framework for measuring support efficiency and impact.
AI in Customer Support: A Transformational Shift
The integration of AI in customer support will reshape how companies engage with and assist customers. AI-driven tools like chatbots, automated self-help resources and proactive digital engagement will enable faster, more efficient responses to customer issues and free up human agents to focus on high-value engagement opportunities.
While AI will likely bring tremendous enhancements to customer support, today’s support metrics fall short in capturing the potential impact and value of AI for support. Current metrics related to the effectiveness of support knowledge fall short in telling us what support content is fully consumed, or what content most effectively resolves customer issues.
AI will rely on quality support knowledge effectively delivered to resolve customer issues. Today, we can count content support knowledge impressions and have some visibility into what content is most effective, but we need far more insights to measure how effective AI will be.
Why NextGen Support Metrics Are Essential to Measure AI’s Impact
ServiceXRG’s NextGen Support Metrics provide a comprehensive framework to help measure the true impact of AI-driven support solutions. These metrics go beyond surface-level data to help support teams assess how AI contributes to Support’s effectiveness, efficiency, and overall business outcomes. Key metrics in this framework include Support Reach, Answers Delivered, and Answers Accepted —each offering unique insights into AI’s impact on effective support delivery.
Support Reach: Evaluating AI’s Ability to Increase Support Accessibility and Influence
AI will help extend Support’s Reach by making answers available 24/7 through new proactive engagement models and by enhancing traditional reactive self-help channels. With AI, more customers will have exposure to more support knowledge.
Support Reach metrics will tell us how much more exposure support knowledge receives.
Answers Delivered: AI’s Ability to Generate Better Answers
AI solutions will help Support teams deliver better answers to customer questions through language-model-based discovery and customized generation of answers that align to customer needs.
Answers Delivered will provide insights to understand how often support knowledge is consumed and used by customers.
Answers Accepted: Assessing AI’s Effectiveness in Solving Issues
Proactive engagement, better discovery of useful support knowledge and generated response to customer’s specific circumstances will increase the rate that support answers are accepted by customers.
Answers Accepted will indicate the extent to which increased support knowledge exposure and delivery of personalized generated answers results in more customer issues fully resolved.
Using NextGen Metrics to Drive AI-Enhanced Support Strategies
ServiceXRG’s NextGen Support Metrics provide Support leaders with the insights necessary to fully understand and harness AI’s capabilities. By evaluating how AI-driven resources impact customer experience, streamline operations, and deliver value, these metrics will help to ensure that AI solutions align with support goals and drive measurable improvements.
With NextGen Support Metrics, organizations can optimize their AI investments, continuously improve AI tools, and create a balanced support strategy that leverages the best of both AI and human expertise, resulting in enhanced customer satisfaction, retention, and long-term business success.
AI-Ready NextGen Support Metrics?
If you’re transforming Support with AI and ready to upgrade your support metrics to demonstrate the true business value from AI, Contact ServiceXRG to request access to the NextGen Support Benchmark Toolkit through our website, online chat, or by e-mail.
To Learn more about NextGen Support Metrics read the full report – NextGen Support Metrics for 2025 and Beyond.
