Beginner · Evaluation

Customer Effort Score (CES)

Visual diagram · (in preparation) · Math · (in preparation) · Worked example · 3 difficulty levels.

TL;DR. A metric measuring how easy it is for customers to resolve an issue or complete a task with an AI system.

Technical Definition

A metric measuring how easy it is for customers to resolve an issue or complete a task with an AI system.

How it works

CES is a key performance indicator (KPI) used to evaluate the user experience of conversational AI. It reflects the perceived difficulty of an interaction and is often collected through post-interaction surveys. Lower CES scores indicate a more efficient and satisfactory AI experience, highlighting areas for optimization.

Related Concepts

• Customer Satisfaction Score (CSAT) — A commonly used metric to gauge customer satisfaction with a specific interaction or service.