AI Strategy #4 – Measure AI as if it were your employee.

This is part of our AI Strategies for Great Customer Service series.

In this critical video segment, Forrester’s Ian Jacobs and Netomi’s Founder & CEO, Puneet Mehta, discuss the KPIs you should measure your AI against. This is a fundamentally different way of doing business, so you won’t want to miss this!

Watch the video to learn how to:

  • Shift from technology KPIs to measuring the business impact of AI
  • Evaluate AI’s ability to resolve, learn, work with others, and be proactive
  • Go beyond surveys and take a holistic approach when analyzing CSAT


  • Puneet Mehta, Founder / CEO Netomi
  • Ian Jacobs, Principal Analyst, Forrester (Featured Guest)