What is goal completion rate?
In customer service automation, goal completion rate measures the efficiency and effectiveness of using AI chatbots. This metric shows how many chatbot interactions successfully achieve the intended goal, like answering a customer question, resolving an issue for them, or completing a transaction.
A high goal completion rate shows your AI chatbot is effectively meeting the needs of your customers and the positive effects of this are wide-reaching. Using AI-powered services can help improve operational efficiency and reduce your average response time, reduce customer support costs, improve customer engagement to transform your insights, increase overall customer satisfaction scores and encourage greater loyalty.
How do you calculate your goal completion rate?
Calculate this metric by dividing the number of successful goal completions by the total number of customer interactions with the chatbot, then multiply it by 100 to get a percentage.
If your AI chatbot successfully resolves 800 out of 1,000 customer interactions, the goal completion rate would be (800 ÷ 1,000) x 100 = 80%.
Why does the goal completion rate matter?
Understanding and optimising your goal completion rate is crucial for customer service teams, since it directly reflects your chatbot’s ability to meet the needs of your customers efficiently. By focusing on improving this metric, your teams can make sure customer chatbot interactions are running smoothly, improve customer engagement levels and nurture positive relationships that last.
Equally, the more you use AI-powered tools to help customers achieve their goals, the more your cost per resolution will come down too, since the typical cost per call in the UK is £6.26, whereas AI-powered interactions are only pence.
You can work out your own estimated savings using our handy calculator.
How do you know if you have a good goal completion rate?
You should find out from any AI platform you consider using what their average success rate is. This measures how many customer requests their chatbots typically recognises and resolves without any help from human support teams, so the higher the success rate, the more goals the chatbot completes.
After a decade of experience creating and managing next-gen AI assistants, our AI-powered assistants average a 96% success rate with leaders like Stena Line ferries, who have one of the oldest AI assistants around, up to 99.88%. However, what’s equally important is to recognise AI assistants now do so much more for customer service teams than simply answer routine enquiries.
Moving beyond simple goals
These days, the most powerful AI assistants can complete all manner of goals for your customers, from processing refunds and returns, taking bookings and sending appointment reminders, to handling cancellations, signing up new members and taking their feedback, so you’ll need excellent integration with all your go-to apps and systems to truly ramp up your goal completion rate.
Innovation leaders like Coop Sweden are using AI-powered services to help customers achieve everyday goals like ticking all the groceries they need off a list, but also more lofty goals like shopping sustainably and avoiding food waste. Through real time engagement with customers on any channel, at any time of the day or night and in 130+ languages, they’re quickly and easily able to create memorable experiences for their 3million+ members as well as achieve goals.
Using AI to help with goal completion opens up many new opportunities for your support teams to focus on the most rewarding and profitable elements of delivering exemplary customer service while AI takes care of all the rest.
Launch an AI assistant today
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