Defining KPIs and Leading Indicators for AI
Explore how to set clear and measurable KPIs for AI initiatives that align with business objectives. Understand the difference between leading and lagging indicators, and learn to track early signals and outcomes to optimize AI project results and support informed investment decisions.
A report that “90% of agents like it” does not answer the chief financial officer’s question. For the complaint pilot, we need measures that connect AI-assisted complaint drafting to the business objective of resolving eligible complaints well and efficiently.
A key performance indicator (KPI) is a defined measure used to judge progress toward a business outcome. Each KPI needs a clear definition, unit, baseline, target, time window, and owner. Without those fields, teams can report favorable impressions without showing what changed, over what period, or who must act when results fall short.
Business KPIs for the complaint pilot
Start with the outcome-first use case already chosen for the complaint pilot. The pilot seeks to improve first responses for eligible complaints while retaining the required human ...