{
  "map": "retail-service-automation-kpi-map",
  "kpis": [
    {"name": "automation_coverage", "linked_to": "eligible service volume handled by AI-assisted path"},
    {"name": "resolution_time", "linked_to": "customer wait and operational efficiency"},
    {"name": "escalation_quality", "linked_to": "complete context passed to human teams"},
    {"name": "customer_satisfaction", "linked_to": "post-resolution customer feedback"},
    {"name": "revenue_protection", "linked_to": "reduced churn refunds fraud leakage or abandoned orders"}
  ]
}