AI-Led Automation Transformed Contact Centre Performance In 2023
Artificial
intelligence-enabled automation has improved contact centre performance and
customer engagement, with a 41% reduction in abandonment rates reported in
2023, as compared to 2022, according to a study by Ozonetel, an omnichannel
customer experience platform provider. The study found that agents answered
calls 10% faster, on average, and customers were 15% more likely to answer
calls from
The study found that agents answered calls 10%
faster, on average, and customers were 15% more likely to answer calls from a
business in 2023, compared to 2022. Agents were, on average, 20% more efficient
in handling inbound conversations.
Decreased Abandon Rates Reflect Higher
Customer Experience Standards
After four
years of decline, abandon rates significantly improved this year. On average,
in 2023, only 20% of calls were disconnected by callers when in queue, compared
to 34% in 2022. Many contact centres implemented intelligent automation
and call routing to improve agent avail
This also
reflects an evolving customer experience landscape where voice interactions are
made by customers only in case of urgency, as there are many other channels
available for contacting businesses. Businesses are turning to chat and
WhatsApp for simpler interactions, responding to customers' desire for a seamless
omnichannel experience.
Intelligent
Automation Reduced Pickup Time Pickup time, the average time a contact centre
agent takes to answer inbound calls—which includes the duration for which the
agent’s phone rings but excludes the wait time of the caller—has reduced to 6.9
seconds in 2023 from 7.7 seconds in 2022.
AI-Enabled Conversational Intelligence
Leave A Comment