You can evaluate the effectiveness of a conversational assistant with efficiency metrics such as call reduction rate, average speed of answer, call abandonment rate, and call transfer rate. You can also assess based on customer experience metrics such as CSAT, NPS, and customer effort scores.
Concentrating on metrics in isolation might cause you to miss important aspects of customer experience. Taking a holistic approach by considering multiple metrics creates a comprehensive understanding of how a conversational assistant influences the entire contact center.