What is task success rate and how is it starting to evolve with more advanced AI?

What is task success rate?

Task success rate measures the percentage of successful customer interactions completed by your AI assistant without any help from your teams. This metric will help you gauge the efficiency of your AI-powered support in completing tasks for customers promptly, and therefore, your overall customer service performance.

A high task success rate shows customers are swiftly and accurately get the help they need, leading to improved customer satisfaction scores, loyalty, and operational efficiency in customer service.

How do you calculate task success rate?

To calculate the task success rate, divide the total number of successful user interactions by the total number of user interactions, then multiply by 100 to get the percentage. This simple calculation allows you to track and report on the effectiveness of your chatbot or AI tool in assisting users with their tasks. However, it’s far easier and faster to use an advanced AI assistant platform that works all this out for you and keeps it continually updated.

Why does the task success rate matter?

The task success rate is a critical metric for customer service teams as it directly reflects your AI assistant’s ability to autonomously resolve customer queries, reducing the need for human intervention. As chatbot interactions and your task success rate increases, you’ll find it gives your support teams with more time to work on higher value tasks and to handle the complicated, sensitive or unusual tasks that make best use of their skills and experience (which also helps to boost team morale). If you use live chat, these transfer rates will also reduce as your task success rate goes up.

“Something people often don’t realise is that when you increase chatbot interactions (typically because you’re training your AI assistant well and it’s able to answer more customer queries end-to-end), your live chat interactions go down. This is a win-win, since your customers are getting more instant answers to their queries and your teams are having to answer less routine queries, giving them more time to work on profitable tasks to help boost your revenue.” ~ Aaron Gleeson, Implementation Lead at EBI.AI

What is a good task success rate benchmark?

Our AI assistants average a 96% success rate, which means it has understood the request from your customer and been able to answer a query without any input from your contact teams. Many of our AI assistants achieve higher, like Stena Line ferries hitting 99.88%, and Legal & General Insurance and Barking & Dagenham Council who both have a 98% success rate.

The thing is, AI assistants are starting to do so much more for customer service teams than simply answer routine enquiries. The most powerful AI assistants can now integrate easily with tools like HubSpot, Zapier and Jira to perform tasks you would traditionally do manually, but no longer need to, like add a new contact to your CRM or generate a technical support ticket.

For that reason, you might choose to split out your success rates in future. It’s important to know how your AI assistant is performing overall, but as its role gets more complex over time as the technology develops, it will become more important to know specific tasks are saving your teams time and money, and increasing in value every day. (On our platform, you can see how every individual response is performing for you.)

It’s increasingly important to choose an experienced AI provider who can manage these transitions and developments for you as well as provide self-service tools for you to manage them easily yourself as AI-powered tools become more and more commonplace.

“Coop wants to build a level of customer experience that is unparalleled in the Swedish retail marketplace. The work that EBI.AI is doing gives us a tool to build strong relationships with our customers and support them with an important part of their daily life.” ~ Amer Mohammad, Chief Digital Officer for Coop Sweden

The importance of customer feedback

Using an AI assistant it’s easy to get feedback from customers at the end of every task ― it’s vital you do. It’s always been helpful to hear from your customer in real time, since this is where you learn about what pleased and displeased them or what went wrong or right, but using an AI assistant to collect it, you can ask in the moment, every time, and collate the responses to look for patterns. It’s a far faster, easier and cheaper way to be able to listen closely and attentively to your visitors. On our platform, you can also look back on specific conversation content (personal information is automatically redacted), to scrutinise any dents to your task success rate.

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