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By team · Customer support

Measure AI in customer support

Oximy connects AI spend to resolved cases, the work that continued around them, and the customer response.

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Beyond the AI conversation

Follow the issue until the customer is resolved.

An answer can arrive quickly while the customer's problem remains.

Support AI tools
Fin AI AgentFin AI AgentAnswers and deflections
Agentforce ServiceAgentforce ServiceAssisted replies
Now AssistNow AssistTriage and summaries
Oximy
Support systems
ZendeskZendeskCases and resolution
JiraJiraEscalation work
Quality checksCSAT and repeat contact
Completed workResolved case
Beyond one workflow

Answer the support questions behind an AI rollout.

Compare like cases, price the resolutions that came back.

Policy questions, same topic, channel and priority
Without AIWith AI
First useful response
Full resolution
CSAT
Repeat contact

Which cases should AI answer?

On policy questions the first useful answer arrives sooner, full resolution rises, CSAT holds and fewer customers come back. Expand within the case categories where full resolution and quality support the decision.

Account changes, same request and verification steps
MeasureReadFirst useful responseSoonerFull resolutionNo changeCSATNo changeRepeat contactMore return

Where does a fast answer leave the case open?

Account changes get a faster first reply, but more customers come back after the case closes. Identify the correction and transfer work, and improve that part of the flow before sending it more volume.

Paid resolutions, last month
QueueCame backNextBilling questions9% · $258ExpandAccount changes14% · $152Fix the handoffTechnical triage15% of 176Keep as isBilling exceptions21%, no AI yetTest

What did the resolutions that came back cost?

Nine per cent of billing answers came back against fourteen per cent on account changes, and $410 of last month's charges sits on resolutions that did not hold. Where the contract charges for resolutions, inspect the charges on returning issues.

Zendesk case 1842, resolved in 5h 29m
Full case cost$6.34
Support time$3.15
Other-team work$2.20
AI charge$0.99

What did the whole case cost?

The AI charge on this case was 99 cents; the people around it cost five dollars more. A vendor's charge and a customer's completed issue are different records.

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