Metrics: measuring what matters in AI

A high automation rate means nothing if it's only touching 10% of your volume—or if customers hate the experience. In this recorded panel from Zendesk Relate 2026, industry experts share a three-metric framework for measuring AI success without over-rotating on a single number. You'll use an interactive simulator to test how resolution rate, AI coverage, and quality interact—and discover what balance actually looks like.

This mini-course is part of a five-part series recorded at Zendesk Relate 2026. Each one stands on its own—start wherever feels most relevant to you.

• Change management: why AI isn't business as usual
• Talent evolution: rethinking roles and upskilling
• Metrics: measuring what matters in AI
• Trust and governance: the backbone of AI success
• Parting advice: beyond the AI technology

Learning objectives

By the end of this course, you will be able to:

• Describe the metrics that should be tracked together when measuring AI success.
• Recognize the risks of over-rotating on a single metric at the expense of the others.

Audience

This course is intended for all audiences.

Prerequisites

None required.