Quantifying AI Success: Introducing Cognigy Goals

As companies increasingly adopt AI to enhance customer experiences, one critical question arises: How can you quantify the impact of AI on your bottom line?  Enter Goals — Cognigy’s latest feature designed to help enterprises measure AI performance and business outcomes together.

AI Adoption Fuels Demand for AI Insights

In today's digital environment, securing a competitive advantage requires that data-driven insights support every business decision. The push for AI-driven automation is clear, yet assessing its ROI can be complex. Evaluating data on customer satisfaction and AI agent containment rates offers a strong foundation. That said, CX leaders are seeking deeper insights to achieve operational excellence:

• How can AI's impact translate into measurable savings and revenue?
• How can success across different self-service paths be compared?
• How can use case completion rates be tracked and improved?

Enter Goals – A New Way of Measuring AI Success

The newest feature in Cognigy Insights, Goals, aims to meet this demand by integrating structured objectives into AI Agent interactions. It enables businesses to monitor and connect user activities to specific business metrics, ensuring alignment with organizational goals. Consequently, decision-makers can gain actionable insights to assess the effectiveness and ROI of their AI Workforce, including:

• Time Saved: Total time freed up for your employees to focus on more complex and rewarding tasks
• Cost Savings: Operational savings gained through AI-driven automation
• Revenue Earned: Generated income via specific interactions and transactions

For instance, an AI Agent automating invoice retrieval may save customer service teams 2 minutes per query - translating into thousands of agent hours saved across the entire customer base.

Another AI Agent could assist a telecommunications company in upselling mobile data packages at $20 per upgrade, resulting in thousands of dollars in monthly revenue increases.

Flexible Paths, Unified Outcomes

What’s unique about Goals is its flexibility, allowing enterprises to define specific outcomes while accommodating diverse self-service paths. Regardless of how a customer achieves a desired result, it contributes to the same Goal.

For example, a customer may add extra baggage as part of a flight rebooking or later through a separate interaction on a different channel. Either way, the result is tracked under the Add Baggage Goal. This ensures a unified, holistic view of performance, capturing every customer journey to provide precise insights into automation ROI.

What’s more, each Goal is broken down into smaller steps, each can be assigned with its own metrics. This granular approach allows enterprises to track ROI as soon as it is realized – even in partially automated processes, driving continuous optimization and value realization.

Integrated Dashboards for Informed Decision Making

Fully integrated and visualized in Cognigy Insights, the Goals Dashboard provides comprehensive insights into goal achievement and the business impact of your AI Agents across use cases.

• Understand ROI at a Glance: The overview section offers a straightforward, visual representation of ROI metrics, making it easy for stakeholders to assess the impact of automation efforts quickly, and serves as an important tool for business reporting.
• Double down on High-Impact Use Cases: Detailed charts on time and cost savings, as well as revenue earned, help pinpoint the most valuable self-service interactions, guiding strategic investment in use cases that yield the highest returns.
• Improve Customer Journeys: Insights into Goal Completion Rate by use case help to identify underperforming activities and allow for drill-down analysis to uncover bottlenecks, enabling continuous improvement in customer experiences.

Conclusion

Getting AI implementation off the ground is a pivotal milestone – but it doesn’t stop there. Understanding AI performance is equally vital to ensure your project delivers value, aligns with business objectives, and contributes to the bottom line. By quantifying the outcomes of your AI Workforce, you can optimize processes, improve efficiency, and maximize ROI from AI-driven interactions.

Note: The availability of Goals is subject to Cognigy’s new Insights framework. For further information and a step-by-step setup guide, visit our documentation.