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.
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