AI is transforming the customer experience, but it will only change your brand’s if you measure what it’s actually doing. That’s why we’ve launched a new set of reports for AI Agents for Customers, purpose-built for CX leaders who want clear answers about what’s working, where to improve, and how to drive the most value from their AI strategy.
These reports give you the data to move beyond assumptions and understand exactly how AI is impacting your team’s performance and your customers’ experience.
See exactly how your AI Agents are performing
The first step in optimizing AI is understanding what it’s doing in the wild. A new time-series chart shows how often each AI Agent is initiating conversations, helping you identify which agents are most active and where they’re making an impact. Agent names now reflect what you see in AI Agent Studio, giving you a consistent view across your tools.
This visibility allows you to track usage patterns, understand AI workload, and spot trends as they develop.
Compare First Contact Resolution between humans and AI
Are your AI Agents actually resolving customer issues on the first contact? Now you can find out. Our enhanced First Contact Resolution (FCR) report lets you compare human-only FCR rates with AI-involved rates over time.
This helps you identify how well your AI Agents are performing, whether they are truly resolving inquiries without human intervention, and where there are opportunities to optimize them within the Kustomer AI Agent Studio.
Understand how AI is impacting customer satisfaction
Customer satisfaction is one of the most important indicators of service quality. With new CSAT reporting, you can now view scores for AI-involved conversations alongside human-only interactions.
This gives you insight into how customers are responding to AI support. From there, you can prioritize any possible adjustments to your AI Agents that might be needed to meet your customer satisfaction goals.
Prove ROI with real data
You’ve made an investment in AI, and demonstrating the return is critical to showcasing how CX can be a revenue driver, not a cost center. These reports help you clearly quantify how much work AI is handling and how it’s contributing to your team’s core metrics, CSAT, FCR, and more. You can benchmark current performance against previous time periods and track improvements over time.
This makes it easier to demonstrate the efficiency gains and customer impact of your AI strategy and justify future investment.
Built for optimization, not just observation
Every metric in this report is designed to help you take action. You’ll see not just how AI is performing, but how often humans are stepping in to assist, and what share of conversations AI is handling across each channel. With information, you can feel confident in deciding where your team should focus next.
The updated report layout pushes key insights to the top, and tooltips now provide clear explanations of each metric so you always know what you’re looking at and why it matters.
AI reporting that drives better decision-making
This is not a one-time review tool. It’s a continuous feedback loop that helps you optimize and refine how AI Agents behave in real-time. By spotting negative trends early, you can quickly course-correct and reduce risk without waiting for customer feedback to flag issues.
And this is just the beginning. Future updates will include deeper insights into how AI Agents make decisions so you can fine-tune not just what they do, but how and why they do it.
Get started
Already using AI Agents for Customers? These reports are available now. Reach out to your Customer Success Manager if you need help interpreting results or want guidance on how to take action.
Not using AI Agents yet? Take a product tour or schedule time to talk with our team to see how Kustomer AI can help you scale support and deliver measurable results.
