Skip to main content

​
Define success

Start by defining what success looks like for you. This helps you measure the return on investment(ROI) and identify what contributes to the Agent’s success. Before you set goals, take a look at your current situation. Knowing where you stand now makes it easier to see how much progress your Agent brings later. Ask yourself the following questions:
  • What is your biggest challenge at the moment?
  • Why do you want to implement an AI Agent?
  • When is your Agent successful for you?
Tip: Write down your answers and discuss them with your team. Everyone should have the same understanding of what you want to achieve with your AI Agent.

​
Set measurable goals

Once you’ve defined what success means for you, it’s time to turn that into measurable goals. Specific goals make it easier to evaluate if your Agent is performing as expected. Good goals follow the SMART framework:
  • Specific: clear and concrete
  • Measurable: trackable with data
  • Achievable: realistic and attainable
  • Relevant: aligned with your business priorities
  • Time-bound: with a clear deadline
Bad example:
  • I want the Agent to answer questions.
This goal is too vague. It doesn’t specify how success will be measured or what impact you expect. Good examples:
  • By February 12 at the latest (within 3 months), the average response time of all incoming chats has been reduced by 30% compared to the current baseline.
  • By February 12 at the latest (within 3 months), the AI Agent independently handles 80% of incoming chats without transferring them to a human employee.
  • By December 12 at the latest (within 1 month), the AI Agent is active and available to customers 24/7.
  • Achieve a customer satisfaction score of 80% or higher in AI Agent conversations by December 12 (within 1 month).

​
Track and evaluate your goals

Once your Agent is live, it’s important to monitor its performance. Use the available Analytics in Watermelon to see how your Agent is performing compared to your goals. Check metrics such as:
  • Response time: You can see the response time of your agents in Analytics in Watermelon
  • Automation rate (percentage of chats fully handled by the Agent): Can be tracked in Analytics
  • Conversation volume and handover rates: Can be tracked in Analytics
  • Customer Satisfaction: Add an Instruction with a link to your CSAT, also add in the instruction, when the Agent should send this link. Example:
    When a customer informs you that they don’t need any other help, or don’ have other questions, ask them to complete our CSAT. Include this link: www.csatexample.ai
Review your progress regularly and adjust your goals when needed. Your Agent will keep improving as you train it and optimize its performance over time.