Chapter 10: Advanced AI Integration & Implementation -- 10.16 Continuous Improvement Framework¶
10.16 Continuous Improvement Framework¶
10.16.1 KPI Targets¶
| Metric | Baseline (2A) | Phase 2B Target | Optimized Target |
|---|---|---|---|
| Intent Recognition | N/A | >90% | >95% |
| Voice Containment | 12% | 35% | 45% |
| Digital Containment | 15% | 50% | 60% |
| AHT (Agent calls) | 7.5 min | 5.5 min | 5.0 min |
| FCR | 68% | 82% | 88% |
| CSAT | 3.8/5.0 | 4.⅗.0 | 4.5/5.0 |
10.16.2 Optimization Levers¶
| Lever | Impact | Effort |
|---|---|---|
| Add training phrases | Medium | Low |
| Tune confidence thresholds | Medium | Low |
| Improve webhook response time | High | Medium |
| Expand intent coverage | High | Medium |
| Add Hindi training phrases | Medium | Medium |
| Custom speech adaptation | High | High |