What “Good” Looks Like in Voice AI: Metrics That Actually Matter

Vanity Metrics vs Production Metrics

High automation rate means nothing if:

• Customers are frustrated
• Agents are overwhelmed
• Errors go unnoticed

Metrics That Matter

1. Resolution Rate

Did the AI actually solve the user’s problem?

2. Escalation Quality

Was context preserved when handing off to an agent?

3. Latency

Anything above ~700ms is noticeable in voice.

4. Safety Incidents

Hallucinations, incorrect actions, or policy violations.

Monitor What Breaks Trust

Trust is lost faster than it’s gained. Production Voice AI requires continuous monitoring, not launch-and-forget.

Final Thought

If you can’t explain your metrics to operations leadership, you’re measuring the wrong things.