How to evaluate an AI Agent

TLDR Baseline KPI’s to evaluate AI Agents

1. Pick Up Rate Target: 18-20% minimum

2. Qualified Lead Avg Call Time: 3 mins and 15 seconds

3. Callbacks to appointments: 40%

So let’s break this down so its easy to understand. The best use for voice AI Agents are intent leads. Its a sales efficiency product that unlocks more profit not a lead generating product. So the pick up rate is going to be the main driver in how it effects the bottom line.

If the pick up rate is below 18%, its ok if its in deep follow up sequence because it might take 12 calls over a period of time to get 1 pickup. This will get balanced out with inbound leads that usually have a 50-60% pick up rate because of speed to lead.

So whats the danger level of Pick Up Rate?

It’s going to be below 10%, which more of a lead source issue, this isn’t so much of a problem if the lead cost is below 0.1% of the Lifetime value of the customer because that means you are paying 1% LTV to have one conversation and if you book 1 out 3 for a super qualified lead and close 2. You are paying 6% in cost to get that one deal which is very cost effective since it can take around 700 calls to get that one deal. This of course is the worst case scenario if you have a bad pick up rate.

What are the number 1 mistakes we see?

Overselling it the scripting with AI is the number 1 thing we see a difference in the AI Agent and it is reflected in call time. The goal is to not have the AI talk so much because it can, but simply create enough comfort for the other person to word vomit on the phone so they “talk themselves” into booking a call.

Hardcore qualifying seems to have a consistent pattern of 45 second to 2 minute calls. This is a huge indicator that the lead isn’t talking enough.

Now this isn’t a bad thing if they are unqualified leads and actually it does a very good job at finding who is qualified, the issue is how you ask the question so that its more conversational and not as direct.

Why are callbacks important?

Well this is very interesting thing we found of value after building which is callbacks, our AI can call people back if they aren’t able to speak. You would be surprise to know that 80% of the sales rep I managed, didn’t do this because they got “to busy”.

We want to track this because on average the AI is going to have 20-30% of the pick ups be a call back later. This is a huge hidden benefit of AI agents, to be frank it might be as important as speed to lead.

If you would like for us to build you a calculator to see how AI can unlock more profit for your business, just reply back: NUMBERS

Regards,

Desmond Dixon

Co Founder of Secret Agents