Using AI to improve KPIs

Customer support leaders are under increasing pressure to balance operational efficiency with delivering exceptional experiences. Traditional KPIs like CSAT, FCR, and CES remain critical - but AI is reshaping how these are achieved, measured, and improved.

Customer success teams are no longer measured solely by satisfaction metrics - they're held accountable for revenue impact, retention, and long-term customer value.

This isn’t just a new lens on old metrics — it’s your cheat code for support-led growth.

In Their Own Words

Implicit is making a lasting impact and uncovering value across industries.

I'm impressed by Implicit, a company that uses Al to help find, target, and summarize information for the Dept. of Defense and do the same for our enterprise data sources (structured and unstructured).

Ted Danner

Senior Director, Circuitry.ai

Implicit’s generative AI produces accuracy and precision results that are better than any results I’ve seen to date across a wide swath of intelligence-focused technologies.

Terry Busch

Chief Data Officer, Ex-Department of Defense

I wish I had found Implicit years ago! They are the first company I have evaluated that has true, dynamic Al technology that has been proven in other data-rich sectors.

Jason Payne

CIO, ex-Sensata Technologies

I want it all.

Angelica Velez