Adoption & Usage Metrics

• Active Users: Daily, weekly, monthly engagement
• Interaction Volume: Messages, queries, commands
• Feature Utilization: Which capabilities are most used
• Session Depth: Length and complexity of conversations
• Retention: Continued usage over time

Performance Metrics

• Task Completion Rate: Successfully executed requests
• Automation Rate: Percentage handled without human intervention
• Resolution Time: Time from request to completion
• Error Rate: Failed or misunderstood interactions
• Escalation Rate: Handoffs to human agents

Business Impact Metrics

• Time Savings: Hours reclaimed from manual tasks
• Process Acceleration: Reduction in cycle times
• Cost Reduction: Support costs, operational expenses
• Revenue Impact: Sales conversion, upsell opportunities
• Employee Satisfaction: Productivity and experience scores
• Customer Experience: NPS, CSAT for AI-assisted interactions

ROI Calculation Framework

Quantifiable Benefits:

1. Labor cost savings (hours saved × hourly rate)
2. Increased throughput value
3. Error reduction value
4. Customer retention improvement

Costs:

1. Platform licensing/subscription
2. Implementation and integration
3. Ongoing maintenance and upgrades
4. Training and change management

ROI = (Total Benefits - Total Costs) / Total Costs × 100%