# How to measure the customer experience as AI scales

DevFeed: [How to measure the customer experience as AI scales](<https://devfeed.tech/articles/how-to-measure-the-customer-experience-as-ai-scales-9348.md>)

Original publisher: [Read original article](<https://www.intercom.com/blog/how-to-measure-customer-experience-as-ai-scales/>)

Author: William Lane

Published: 2026-07-01T16:44:49Z

Content type: article

Language: en

Sources: [The Intercom Blog](<https://devfeed.tech/sources/the-intercom-blog.md>)

Topics: [Artificial Intelligence](<https://devfeed.tech/topics/ai.md>), [data](<https://devfeed.tech/topics/data.md>)

Tags: [agent](<https://devfeed.tech/tags/agent.md>), [ai](<https://devfeed.tech/tags/ai.md>), [ai-agent](<https://devfeed.tech/tags/ai-agent.md>), [ai-agent-blueprint](<https://devfeed.tech/tags/ai-agent-blueprint.md>), [ai-automation](<https://devfeed.tech/tags/ai-automation.md>), [customer](<https://devfeed.tech/tags/customer.md>), [customer-service](<https://devfeed.tech/tags/customer-service.md>), [data](<https://devfeed.tech/tags/data.md>), [metrics](<https://devfeed.tech/tags/metrics.md>)

## AI overview

The article explains why CSAT becomes insufficient as AI handles more customer conversations. It recommends evaluating every interaction with AI-powered scoring to provide broader visibility into service quality, resolution, and customer effort.

## Source excerpt

Traditional support metrics weren't designed for AI handling most of your conversations. As your Agent takes on more, the gaps in what you can see get bigger. Here's how to measure the full customer experience.