衡量真正重要的事：将人工智能洞察转化为服务成果 [THR3242].pdf

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1、 Measuring What Matters:Turning AI Insights into Service OutcomesTHR3242The following is intended to outline our general product direction.It is intended for information purposes only,and may not be incorporated into any contract.It is not a commitment to deliver any material,code,or functionality,a

2、nd should not be relied upon in making purchasing decisions.The development,release,timing,and pricing of any features or functionality described for Oracles products may change and remains at the sole discretion of Oracle Corporation.Safe harbor statement2Copyright 2025,Oracle and/or its affiliates

3、|Copyright 2025,Oracle and/or its affiliates3Seth SingerSenior Product Manager,Oracle ServiceVimal ChopraSenior Director of Product Management,Oracle Service4Copyright 2025,Oracle and/or its affiliatesService teams have measured the same KPIs for yearsOperational EfficiencyAverage Handle TimeFirst C

4、ontact ResolutionService Rep ProductivitySRs resolved per agentCost per transactionCustomer ExperienceCSATNPSQuality AssuranceError rateAudit adherenceCopyright 2025,Oracle and/or its affiliates5As AI in enterprise operations matures,effective measurement is mission criticalThe value of AI measureme

5、ntValidate investmentVerify alignment with business goalsContinually optimize service processesCopyright 2025,Oracle and/or its affiliates6The cost of inactionAs AI in enterprise operations matures,effective measurement is mission criticalUnrealized opportunities for operational efficiencyCustomer d

6、issatisfactionCompetitive disadvantageThe AI measurement maturity curveCopyright 2025,Oracle and/or its affiliates 7UsageUnderstand where and how often AI features are usedEffectivenessDetermine how well an AI feature achieves its intended functionImpactValidate that AI features are providing value