Measure the Impact of AI in Field Service with These Essential 7 KPIs

If you’ve started researching Generative AI (Gen AI) for service delivery, you might be curious about how it’s impacting your key metric. You've heard about the benefits, but how can you tell if it’s really making a difference?

A great way to assess how a Gen AI solution is impacting your service delivery is to check out your key performance indicators (KPIs) and how they have changed since you implemented a Gen AI solution, like Service AIdvisor.

While KPIs can vary based on your business focus, here are seven common KPIs and how Service AIdvisor can influence them.

Seven KPIs to monitor with Service AIdvisor

1. First-Time Fix Rate (FTFR)

What it means: FTFR measures how often a technician solves a problem on the first visit. A good goal is having an FTFR above 80%.

Why it matters: A high FTFR means you spend less time and money on return site visits. With a high FTFR, your customer retention rates will increase, meaning you’ll spend less money acquiring customers.

AI impact: Service AIdvisor can help technicians resolve issues on the first try by providing real-time information, accurate diagnostics, and expert guidance. With AI-powered guidance, technicians can solve problems without needing a follow-up visit.

After implementing Service AIdvisor, you should see this metric increase.

2. Mean Time to Repair (MTTR)

What it means: This measures how long it takes to repair a system or product. An ideal MTTR score is less than five hours.

Why it matters: A low MTTR is crucial for maintaining customer trust, especially when dealing with complex, durable products where prolonged downtime can be costly.

AI impact: Service AIdvisor speeds up repairs by offering instant access to detailed instructions tailored to the equipment being repaired. By quickly identifying the root cause and suggesting the most effective repair methods, Service AIdvisor can help technicians complete repairs faster.

After implementing Service AIdvisor, you should see this metric decrease.

3. Average handling time (AHT)

What this means: This measures the average duration of a customer service interaction. A typical AHT is usually around 4 to 5 minutes, though this can vary depending on the business.

Why it matters: This metric is important for evaluating the efficiency of your service processes and identifying areas where you can improve. A high AHT could indicate a bottleneck in your processes.

AI impact: Service AIdvisor reduces AHT by helping your dispatchers diagnose issues faster, with instant access to historical customer data and tailored product information. With AI-powered guidance, dispatchers can handle service calls more efficiently, reducing the time spent on each call while maintaining or improving service quality.

After implementing Service AIdvisor, you should see this metric decrease.

4. Customer Satisfaction (CSAT) Score

What it means: This measures how satisfied a customer is with the service they recieved. The average CSAT score typically ranges between 75% to 85%.

Why it matters: High CSAT scores are key to customer retention, positive word-of-mouth, and long-term business success. It’s a direct indicator of the quality of service provided.

AI impact: When issues are fixed on the first visit, repairs are done quickly, and responses are prompt, customers are happier. Service AIdvisor supports all these areas, leading to higher customer satisfaction.

After implementing Service AIdvisor, you should see this metric increase.

5. Cost per service call

What it means: This metric calculates the average cost of performing a service.

Why it matters: Analyzing this metric can help you find opportunities to reduce costs or increase productivity. Lowering the cost per service call increases your overall profitability.

AI impact: Service AIdvisor lowers costs by making technicians more efficient and reducing the need for repeat visits. With faster repairs and fewer follow-ups, you save time and resources, cutting down the overall cost per service call.

After implementing Service AIdvisor, you should see this metric decrease.

6. Call volume

What this means: This measures the total number of calls handled over a specific period of time.

Why it matters: This metric helps you understand demand and manage your team’s workload effectively. You can compare call volume against your FTFR or MTTR for best results.

 AI impact: Service AIdvisor can help manage and potentially reduce call volume by helping your teams resolve issues faster and more effectively. Improving FTFR and reducing AHT decreases the need for repeat calls or escalations. Additionally, Service AIdvisor can be used for self-service, empowering customers to resolve simpler issues on their own without calling in.

7. Customer churn

What this means: This measures the number of customers who stopped using your services.

Why it matters: Keeping an eye on this metric helps you understand customer retention and the overall health of your business.

 AI impact: Service AIdvisor helps reduce customer churn by helping your technicians deliver fast, reliable service. When customers experience quick, accurate resolutions and fewer repeat issues, their trust in your service grows. This positive experience makes them less likely to switch to a competitor.

After implementing Service AIdvisor, you should see this metric decrease.

Service AIdvisor's positive impact on your KPIs

By measuring these seven metrics, you should get a clear view of how Service AIdvisor is improving your service delivery. Regularly reviewing these KPIs will help you stay on top of your service performance and make informed decisions for continued improvement.

Not using Service AIdvisor? Let's change that. We can get you started with a free proof of value trial. Contact us to get started today!