Connect to IntercomAI Assist
AI Assist (also called AI Copilot or Agent Assist) refers to tools that use AI to help human support agents handle tickets faster and more accurately — by drafting suggested responses, surfacing relevant knowledge base articles, auto-classifying ticket intent, or recommending next actions. Unlike full automation (which removes humans from the loop), AI assist keeps the human in control while reducing the cognitive load and time required to produce a high-quality response. AI acceptance rate and resulting AHT reduction are the primary effectiveness metrics.
AI Acceptance Rate = (AI-suggested responses accepted by agents ÷ Total AI suggestions presented) × 100
A high acceptance rate (60%+) indicates the AI suggestions are relevant and usable. Track alongside AHT before/after AI assist adoption and CSAT changes — AI suggestions that are accepted but produce lower CSAT need prompt quality improvements.
B2B SaaS support teams with AI assist deployed
Calculate AI acceptance rate
- 1Measuring AI assist only by adoption rate without measuring CSAT impact — agents can accept AI suggestions that are technically correct but tonally inappropriate or incomplete.
- 2Not tracking AHT change post-AI-assist rollout — AI assist that doesn't reduce AHT by at least 10–15% for relevant ticket types is not delivering ROI.
- 3Assuming high acceptance means high quality — agents often accept suggestions that are "good enough" rather than optimal, especially under high-volume pressure.
- 4Deploying AI assist without agent training on when to override — agents who over-rely on AI suggestions for complex issues produce lower FCR and higher reopen rates.