Legacy metrics like CSAT, FCR, and NPS have long been the gold standard, but what happens when AI enters the conversation? As bots handle more interactions and support journeys become increasingly hybrid, traditional benchmarks can become murky. This presentation explores how forward-thinking teams are rethinking what success in support teams looks like, updating how they measure satisfaction, redefining resolution, and attributing impact across humans and machines. Expect fresh perspectives on evolving KPIs, measurement frameworks, and what actually matters in an AI-augmented world.

The best support experience is the one customers never need to ask for. By combining thoughtful knowledge design with AI, you can meet users where they are—resolving issues instantly and reducing ticket volume before it even starts. We’ll dive into: • Designing for discovery – Learn how to structure your knowledge base so AI can easily surface the right answers at the right moment—on your site, in-product, or via chatbot. • AI-Powered deflection – See how AI can match customer queries with existing resources to resolve common issues automatically—without agent intervention. • Content that learns and adapts – Explore how AI can help identify content gaps, flag outdated articles, and even draft new ones based on emerging support trends. • Getting ahead of frustration – Understand how proactive surfacing of helpful content builds trust, reduces effort, and keeps customers out of the ticket queue entirely.