👋 Hey, Jon here! This week, we’re diving into ZyraTalk’s AI CSR performance for the month of April with benchmarks and comparisons to human CSR performance.
Note: We had some great questions come up the first time we published this data, so I wanted to call out a few things to keep in mind:
(1) The booking rates listed are a raw booking rate—the calculation is done using all unique leads (60 seconds or more for calls). We aren’t throwing leads away in this case, even if they’re marked as “non-lead.” The idea is, if you get 100 calls answered by an AI or human CSR, how many are you booking?
(2) We aren’t currently differentiating after-hours calls from business-hour calls—it’s reasonable to speculate on lead quality differences, but that’s not controlled for in this data.
Below is a recap of March AI CSR performance:
Unique Lead Volume: 4,699 unique leads handled by AI CSRs
Raw Booking Rate: 39% (percentage of all unique leads that turned into a booked customer)
Run Rate: 33% (percentage of all unique leads that turned into a run job)
Paying Customer Rate: 18% (percentage of all unique leads that turned into a paying customer)
Closed Revenue: $2.73 million (50% of total closed revenue handling 51% of unique lead volume)
The data below for April 2025 is from 23 businesses across the US utilizing Zyratalk AI CSRs.
AI CSRs Drove a 42.5% Raw Book Rate Across 4,335 Unique Leads
In our first three months of tracking AI-CSR performance, we’ve seen their raw book rates steadily increase:
36% raw booking rate (January-February)
39% raw booking rate (March)
42.5% raw booking rate (April)
Out of 4,335 unique leads, ZyraTalk’s AI CSRs converted 42.5% of those to booked appointments, compared to 37% from human CSRs.
Keep in mind, the 42.5% and 37% referenced above is a “raw booking rate” - no calls are thrown out. There are no “not leads” or “excused/abandoned calls.” Out of 100 unique leads, 37 booked.
In this same time frame, human CSRs handled 4,175 leads. This is the second month we’ve seen AI CSRs handle more unique leads than human CSRs in this sample of businesses.
In March and April, human CSRs handled 49% of the lead volume, while AI CSRs handled 51%.
Zyratalk’s AI CSRs booked customers for a range of services, including plumbing and HVAC service, AC installs, electrical service, drain cleaning, plumbing installs, service contracts, and more.
Over the last few months, Zyratalk’s AI CSRs have successfully booked appointments for a diverse range of services.
Of the leads booked by ZyraTalk’s AI CSRs, 22% were new customers (vs. 25% last month), compared to 31% for human CSRs.
Unique Leads Handled By AI CSRs Had A 39% Run Rate
Just like raw book rate, run rates from leads converted by AI CSRs have steadily improved over the last few months:
28% run rate of appointments booked by AI CSRs (Jan / Feb)
33% run rate of appointments booked by AI CSRs (March)
39% run rate of appointments booked by AI CSRs (April)
About 7% of the unique leads booked by ZyraTalk’s AI CSRs canceled their appointments, compared to about 4% from human CSRs.
In past months, cancel rates between AI and human CSRs were largely the same, but in the first two months that we saw AI CSRs surpass lead handling volume, we also saw a slight uptick in cancellations compared to human CSRs. This may be irrelevant to the CSR who handled the call, but it is worth noting.
The initial key metric we care about with CSRs is the book rate, but we do want to see how those leads fare as they get further down the funnel.
Over the last few months, we haven’t seen any notable drop-offs in KPIs further down the customer journey funnel. This month’s run rate was 39% from leads booked via AI CSRs (38% for human CSRs).
20% of jobs run from ZyraTalk’s AI CSR bookings were from new customers (-4% from the prior month), compared to 32% from human CSRs.
Unique Leads Handled By AI CSRs Had A 20% Paying Customer Rate
20% of the total unique leads handled by ZyraTalk’s CSRs turned into paying customers with an average ticket of $3,287.18 (up from $3,198.69 last month).
In January-Febuary, the paying customer rate was 16%, and in March it was 18%. Each funnel KPI from AI CSRs has incrementally improved since the beginning of the year. Yes, seasonality could be a factor, but it’s still worth highlighting.
19% of paying customers were new (down from 24% last month) and spent an average of $3,450.57 (down from $3,450.57 last month).
The paying customer rate of unique leads booked by human CSRs was 1% lower, at 19%, but those paying customers had a higher average ticket value of $3,700.47.
Of those paying customers, 32% were new and spent an average of $4,744.02.
Paying customer rates rely more on the in-home sales process than CSRs. Still, following the customer journey from the initial sale to revenue is essential when analyzing the tools you use to improve your business.
Let’s take a look at the revenue generation comparison between ZyraTalk CSRs and human CSRs 👇
Unique Leads Handled By AI CSRs Generated $2.74 Million of Closed Revenue
Out of the total lead volume in this data sample, ZyraTalk’s AI CSRs handled 51% of that volume, generating $2.74 million in closed revenue, or 51% of the total closed revenue from all calls in April.
Unique leads booked by ZyraTalk’s AI CSRs also generated $6.24 million in revenue opportunity (estimated revenue + sold revenue + closed revenue), or 48% of the total revenue opportunity generated from all calls in April (up from 46% in March).
55% of the AI CSR revenue opportunity was converted to sold/closed revenue, compared to 49% of the human-generated revenue opportunity.
In comparison, the human CSRs, handling 49% of the lead volume, generated 49% of closed revenue for the businesses in this sample.
Although book rates were higher for AI CSRs, those customers canceled appointments at a slightly higher rate and spent less on average than customers booked via human CSRs.
However, the unique lead volume was mostly evenly split between human and AI CSRs, and the resulting closed revenue was also evenly split.
Of the closed revenue ZyraTalk’s AI CSRs generated, 18% came from new customers, compared to 40% from human CSRs.
Until next time . . .
-Jon
Hey Jon I'm a searchlight user. Was sent this blog by Elena. Any tips on how these numbers were achieved. We've used zyra talk last year for a while. We've tried two other services since. Our booking rates have been terrible with them compared to what humans routinely achieve for us.