Customer Service.
Measure whether AI support agents resolve conversations.
Customer Service measures resolution quality, not activity. It plugs into conversation transcripts and CSAT feedback to score whether your AI support agents are actually closing tickets and keeping customers happy, or just escalating to humans. Cost per durably-resolved conversation, the metric Intercom and the rest of the field don't show you.
Connect, measure, improve.
Plug into Decagon, Sierra, Cognigy, or your own transcripts and CSAT.
Score first-contact resolution, CSAT, and cost per resolution.
Version every playbook and keep the one that actually resolves.
What it measures.
Conversations resolved without escalation. The headline CS metric.
Conversations the bot closed that came back within 14 days. The signal vendors hide because their billing depends on it.
Post-conversation rating attributed back to the agent and playbook version.
How often the agent hands off to a human, and why.
Wrong answers flagged, refunds attributed back to the conversation that caused them.
Token & per-resolution spend divided by conversations that closed AND stayed closed. Direct comparison to human-agent cost.
Score every prompt-config version separately. Know which playbook actually works.
Who reaches for Customer Service.
- ·Customer Service leaders
- ·Support Ops directors
- ·Intercom Fin teams
- ·Teams running Decagon, Sierra, Cognigy, or custom CS agents
Pairs with the rest of Observe.
Want Customer Service in your stack?
We're onboarding design partners now. Join the waitlist to be in the Customer Service cohort.
Just email is required. One email when Customer Service goes live. Nothing else.