How AI is Changing Support KPIs in 2026 with Eric Nelson, Stylo

AI is changing support faster than most teams can keep up. In this talk from our Geckoboard Breakfast event, Eric Nelson, CEO and co founder of Stylo, shares what their eighteen-month study reveals about how KPIs are shifting as AI becomes part of day to day operations.

Eric covers what happens to CSAT when new models drop, why voice is rising again, and how customers are adapting their expectations. He also breaks down the practical changes teams can make right now from rebuilding knowledge bases for AI context, to tightening KPI cycles from annual plans to 60 or 90 day reviews.

Included:
✅ Why CSAT spikes then drops after major AI model releases
✅ How to measure performance when customers are unsure if they are talking to a human
✅ Why voice metrics matter again
✅ How to rebuild your knowledge base so AI can use it effectively
✅ Why deflection reporting is about to change
✅ How predictive CSAT can help you close feedback gaps

If you want to understand how AI is reshaping support metrics and where to focus in 2026, this talk is a solid place to start.