Measuring automation in customer journeys involves several key metrics to assess both efficiency and effectiveness. Critical indicators include the automation deflection rate, which quantifies how many human interactions are successfully prevented, and the resolution rate by automation, indicating successful self-service completion without human intervention. We also evaluate the human handoff rate, showing how often automation fails and necessitates transfer to an agent. Customer experience is crucially gauged through CSAT scores for automated interactions and the customer effort score, ensuring that speed doesn't compromise satisfaction. Furthermore, average handling time for automated interactions compared to manual handling and cost per interaction reveal significant operational savings and efficiency gains. These metrics collectively provide a comprehensive view of automation's impact.